Identity & Access Tier 2 Helpdesk Lead

Yulista Solutions; Washington (District of Columbia); On-site; USD 110,000 - 160,000; Full time

Job summary

StraitSys Inc. seeks a Tier 2 Helpdesk Lead to support the DOJ EOUSA OCIO USAidam program in Washington, DC. The role leads the Tier 2 Helpdesk, handles complex IdAM issues, and collaborates with government PMs and contractor teams.

Responsibilities include supervising ticket lifecycle, trend analysis, and documentation efforts, with a focus on improving end-user support and service levels.

Qualifications

• Experience providing Tier 2 or higher IT support in an enterprise environment.
• Experience leading or coordinating senior-level support within a technical helpdesk/ service desk.
• Experience troubleshooting user accounts, authentication, access, or system-related issues.
• Experience managing escalated support requests that cannot be resolved by Tier 1.

Responsibilities

• Lead day-to-day operations of the USAidam Tier 2 Helpdesk.
• Act as primary escalation point for USAidam issues not resolved by Tier 1.
• Ensure tickets are reviewed, prioritized, assigned, tracked, escalated, and resolved per SLAs.
• Troubleshoot user access issues related to IdAM systems and services.
• Document resolutions and actions in government ticketing systems.
• Coordinate with DevOps and engineering for escalations as needed.
• Assist with generating user guides, FAQs, and training materials.

Skills

Tier 2 support

Lead coordination

SLA management

Ticketing systems

Authentication issues

Okta

SailPoint

Tools

Okta

SailPoint

ITSM systems

Job description

StraitSys Inc. seeks a Tier 2 Helpdesk Lead to support the DOJ EOUSA OCIO USAidam program in Washington, DC. The role leads the Tier 2 Helpdesk, handles complex IdAM issues, and collaborates with government PMs and contractor teams.

Responsibilities include supervising ticket lifecycle, trend analysis, and documentation efforts, with a focus on improving end-user support and service levels.