Identity & Access Helpdesk Lead

Ares Enterprise; Fairfax (VA); On-site; USD 85,000 - 120,000; Full time

Job summary

Ares Enterprise is seeking a Tier 2 Helpdesk Lead to support the DOJ EOUSA OCIO CSS USAidam program in Washington, DC. You will lead the Tier 2 Helpdesk, coordinate tickets, and act as the escalation point for complex IdAM issues.

You will collaborate with Government PMs, engineers, and contractors to resolve problems, improve processes, and deliver user documentation and training materials. This role requires leadership and a focus on service quality.

Qualifications

• Experience providing Tier 2 or higher level technical support in an enterprise IT environment.
• Experience leading or coordinating senior-level support within a technical helpdesk/service desk.
• Experience troubleshooting user account, authentication, access, application, and/or system issues.
• Experience managing escalated technical support requests within SLAs.
• Experience with enterprise ticketing/ITSM systems to track and close requests.
• Ability to coordinate with engineering or development teams during escalation.
• Strong written and verbal communication for technical and non-technical users.
• Experience developing and maintaining technical support documentation.

Responsibilities

• Lead day-to-day operations of the Tier 2 Helpdesk for USAidam.
• Serve as primary escalation point for issues unresolved by Tier 1.
• Ensure tickets are reviewed, prioritized, assigned, tracked, escalated, and resolved per SLAs.
• Provide timely responses and ensure compliance with service levels.
• Troubleshoot and resolve IAM-related issues (Okta/SailPoint).
• Document resolutions and actions in ticketing systems.
• Identify recurring issues and coordinate with PMs and SMEs for resolutions.
• Coordinate with DevOps and other resources for engineering support.
• Develop user documentation, FAQs, and training materials.
• Communicate system changes, outages, and updates to users.

Skills

Tier 2 support

Leadership

ITSM ticketing

SLA management

Communication

Documentation

IAM/IdAM familiarity

Okta/SailPoint basics

Problem solving

Stakeholder collaboration

Education

Bachelor’s degree in IT or related

Tools

ITSM systems

Job description

Ares Enterprise is seeking a Tier 2 Helpdesk Lead to support the DOJ EOUSA OCIO CSS USAidam program in Washington, DC. You will lead the Tier 2 Helpdesk, coordinate tickets, and act as the escalation point for complex IdAM issues.

You will collaborate with Government PMs, engineers, and contractors to resolve problems, improve processes, and deliver user documentation and training materials. This role requires leadership and a focus on service quality.