IDAM Helpdesk Team Lead — Secret Clearance

BruckEdwards, Inc

Washington (District of Columbia)

On-site

USD 85,000 - 120,000

Full time

14 days+

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Job summary

BruckEdwards, Inc. is seeking an experienced Helpdesk Team Lead to serve as the Tier 2 lead for the IDAM Helpdesk, providing advanced technical support, issue resolution, and leadership to ensure efficient service delivery.

This role requires coordinating with the Project Lead and Government PMs and maintaining strong customer focus. The ideal candidate will have a Secret Clearance, 3+ years of Tier 2+ support, and hands-on experience with identity governance platforms such as SailPoint and

Qualifications

U.S. Citizenship required.
Ability to obtain and maintain a Secret Clearance.
3+ years of Tier 2+ technical support experience.
Experience with identity governance platforms SailPoint/Okta.
Excellent communication, documentation, and customer service skills.

Responsibilities

Lead escalated helpdesk issues and SLA-compliant ticket resolution.
Mentor junior staff and provide technical guidance.
Maintain USAidam systems (SailPoint, Okta) in testing and production.
Perform patching, security updates, and health monitoring.
Collaborate with application owners, PMs, and stakeholders to resolve access issues.
Document resolutions and update training materials for end users and staff.
Identify and drive improvements to helpdesk processes and materials.
Maintain records of changes, incidents, and resolutions in the ticketing system.