Senior IAM Help Desk Lead — Remote

GovCIO; Honolulu (HI); Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

EAP

Discounts

Learning platform

Certification help

Referral bonus

Internal mobility

Pet insurance

Flexible work

Job summary

GovCIO is hiring an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program. This role resolves complex tickets, mentors analysts, and coordinates with IAM partners during outages. This is a fully remote position within the United States.

The candidate will own process documentation, knowledge artifacts, and weekly reports, while working with Tier 3 SMEs and the VA Help Desk Lead to maintain high service levels.

Qualifications

• Bachelor's degree plus 8+ years of relevant experience.
• Experience resolving complex escalated tickets as senior escalation point.
• Proficient in MS Word, Excel, SharePoint, JIRA, GitHub, and ServiceNow.
• Strong communication, analytical, and writing skills; ability to work independently.

Responsibilities

• Identify, diagnose, and resolve complex tickets escalated from Tier 2.
• Collaborate with Tier 3 SMEs to resolve issues and document fixes.
• Lead O&M team coordination with development and IAM partners during outages.
• Develop and maintain help desk process documentation and standards.
• Develop and review knowledge artifacts ensuring accuracy across the knowledge base.
• Prepare and submit weekly Help Desk Reports and identify trends.

Skills

Senior escalation

IAM/ICAM

MS Word/Excel/SharePoint

JIRA

GitHub

ServiceNow

Mentoring

Communication writing

Education

Bachelor's degree in business or technical discipline

Tools

MS Word

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Job description

GovCIO is hiring an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program. This role resolves complex tickets, mentors analysts, and coordinates with IAM partners during outages. This is a fully remote position within the United States.

The candidate will own process documentation, knowledge artifacts, and weekly reports, while working with Tier 3 SMEs and the VA Help Desk Lead to maintain high service levels.