Senior IAM Help Desk Lead (Remote)

GovCIO; Atlanta (GA); 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 seeking an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program supporting the VA. You will resolve complex tickets, mentor analysts, and coordinate with IAM partners during outages, all from a fully remote US location.

The role requires 8+ years of relevant experience, strong knowledge of ICAM concepts, and excellent communication and documentation skills. Clearance eligibility is required.

Qualifications

• Bachelor's degree required and 8+ years of relevant experience.
• Experience resolving complex escalated help desk tickets and serving as a senior escalation point.
• Proficiency with MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNow.
• Experience mentoring or guiding other help desk staff.
• Excellent communication, analytical, and writing skills.
• Ability to work independently within a team.
• Clerance Required: Ability to obtain and maintain a suitability/public trust clearance.

Responsibilities

• Identifies, diagnoses, and resolves complex help desk tickets escalated from Tier 2.
• Collaborates with Tier 3 SMEs to resolve issues and documents fixes.
• Leads O&M team liaison with development teams and IAM partners during outages.
• Develops and maintains help desk process documentation and standards.
• Develops and reviews knowledge artifacts for accuracy and consistency.
• Generates weekly Help Desk Report and identifies trends for leadership.
• Reviews end-user and help desk training documentation released to the Enterprise Service Desk.
• Maintains project, data center, and help desk documentation on SharePoint, JIRA, GitHub, ServiceNow.
• Maintains email distribution lists and sends maintenance notifications for IAM partners.
• Mentors analysts and provides technical guidance on ticket handling and quality.
• Provides senior-level support to the VA Help Desk Lead and coordinates training sessions.

Skills

Escalation management

Mentoring

Communication skills

Documentation writing

Independent work

Education

Bachelor's degree in business or technical discipline

Tools

JIRA

GitHub

ServiceNow

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 supporting the VA. You will resolve complex tickets, mentor analysts, and coordinate with IAM partners during outages, all from a fully remote US location.

The role requires 8+ years of relevant experience, strong knowledge of ICAM concepts, and excellent communication and documentation skills. Clearance eligibility is required.