Remote IAM Senior Help Desk Leader

GovCIO; Austin (TX); Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform

Certification assistance

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring an IAM Senior Help Desk Analyst to lead escalated ticket resolution, document fixes with Tier 3 SMEs, and mentor junior analysts within the enterprise ICAM program for the VA. This fully remote role requires a strong background in help desk escalation and knowledge management, coordinating with IAM partners during outages.

The position is unfunded until contract award and relies on the government contract being granted.

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 proficiency with MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNow.
• Experience mentoring or guiding other help desk staff.
• Excellent written and verbal communication and analytical skills.
• Ability to work independently within a team environment.

Responsibilities

• Identify, diagnose, and resolve complex tickets escalated from Tier 2 help desk staff.
• Collaborate with Tier 3 SMEs to resolve issues and document fixes.
• Lead O&M liaison efforts with development teams and IAM partners during outages.
• Develop and maintain help desk process documentation and standards.
• Create and review knowledge artifacts for accuracy and consistency.
• Prepare and submit weekly Help Desk Reports and analyze trends.
• Review end-user and help desk training materials.
• Maintain project, data center, and help desk documentation in SharePoint, JIRA, GitHub, ServiceNow.
• Manage email distribution lists and maintenance notifications for IAM partners.
• Mentor and provide technical guidance to Help Desk Analysts.

Skills

Senior escalation

Escalation management

MS Word

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Mentoring

Communication

Education

Bachelor's degree (business or technical)

Tools

JIRA

GitHub

ServiceNow

SharePoint

Job description

GovCIO is hiring an IAM Senior Help Desk Analyst to lead escalated ticket resolution, document fixes with Tier 3 SMEs, and mentor junior analysts within the enterprise ICAM program for the VA. This fully remote role requires a strong background in help desk escalation and knowledge management, coordinating with IAM partners during outages.

The position is unfunded until contract award and relies on the government contract being granted.