Remote IAM Senior Help Desk Lead

GovCIO; Montpelier (VT); Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Flexible work environment

Training, education and certification

Learning & development platform

Referral bonus program

Internal mobility program

Employee assistance program

Job summary

GovCIO is seeking an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program for the Department of Veterans Affairs. This fully remote, United States–based role resolves complex tickets, mentors staff, and coordinates with IAM partners during outages.

A strong background in ITIL practices and enterprise IT support is required. The position emphasizes documentation, process improvement, and senior-level support to the VA Help Desk

Qualifications

• Bachelor's degree in a business or technical discipline with 8+ years of relevant experience.
• Experience resolving complex, escalated help desk tickets and serving as a senior escalation point.
• Strong competency in JIRA, GitHub, ServiceNow, MS SharePoint, Word and Excel.
• Experience mentoring or providing technical guidance to other help desk staff.
• Excellent communication, analytical, and writing skills.
• Ability to work independently within a team-oriented environment.

Responsibilities

• Identifies, diagnoses, and resolves complex tickets escalated from Tier 2.
• Collaborates with Tier 3 SMEs to resolve issues and document fixes.
• Leads O&M liaising with dev teams and IAM partners during outages.
• Develops and maintains help desk process documentation and best practices.
• Develops and reviews knowledge artifacts for accuracy and consistency.
• Prepares weekly Help Desk reports and identifies trends for leadership.
• Reviews end-user and help desk training documentation.
• Maintains project, data center, and help desk documentation on SharePoint, JIRA, GitHub, ServiceNow.
• Maintains email distribution lists and sends maintenance notifications for IAM SSOi, SSOe, MPI.
• Provides senior-level guidance to analysts and reviews ticket handling quality.
• Supports VA Help Desk Lead with reports and end-user/training coordination.

Skills

Escalation support

MS Word & Excel

Mentoring

Communication & writing

Independent work

Education

Bachelor's degree in a business or technical discipline

Tools

JIRA

GitHub

ServiceNow

MS SharePoint

MS Word

MS Excel

Job description

GovCIO is seeking an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program for the Department of Veterans Affairs. This fully remote, United States–based role resolves complex tickets, mentors staff, and coordinates with IAM partners during outages.

A strong background in ITIL practices and enterprise IT support is required. The position emphasizes documentation, process improvement, and senior-level support to the VA Help Desk