IdAM Tier 2 Helpdesk Lead

Calista Corporation; Washington (District of Columbia); On-site; USD 90,000 - 125,000; Full time

Job summary

StraitSys Inc. is seeking a Tier 2 Helpdesk Lead in Washington, DC to oversee the USAidam Tier 2 Helpdesk and act as the primary escalation point for IdAM issues.

The role requires coordinating with GOVt PMs, engineers, and UAidam teams to resolve complex authentication, provisioning, and access-related problems. Responsibilities include maintaining SLAs, documenting resolutions, and contributing to user documentation and training materials.

Qualifications

• 2+ years leading Tier 2 or higher support in an enterprise IT setting.
• Experience troubleshooting user accounts, authentication, and access issues.
• Strong documentation and knowledge-base development skills.

Responsibilities

• Lead and oversee day-to-day operations of the Tier 2 Helpdesk.
• Act as primary escalation point for complex IdAM issues.
• Ensure tickets are reviewed, prioritized, and resolved within SLAs.
• Coordinate with DevOps and engineering teams for escalations.
• Develop and maintain user docs, FAQs, and training materials.

Skills

Tier 2 support leadership

Identity and Access Management

Troubleshooting

Documentation

Education

Bachelor's degree in IT or related field

Tools

SailPoint IdentityIQ

Okta Identity Engine

Job description

StraitSys Inc. is seeking a Tier 2 Helpdesk Lead in Washington, DC to oversee the USAidam Tier 2 Helpdesk and act as the primary escalation point for IdAM issues.

The role requires coordinating with GOVt PMs, engineers, and UAidam teams to resolve complex authentication, provisioning, and access-related problems. Responsibilities include maintaining SLAs, documenting resolutions, and contributing to user documentation and training materials.