Senior IAM Help Desk Lead — Remote

GovCIO; Lincoln (NE); Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Employee Assistance Program

Corporate Discounts

Learning & Development platform

Training, Education and Certification

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 tickets and knowledge management for the ICAM program. The role collaborates with Tier 3 SMEs and guides the O&M team during outages, mentoring junior analysts and owning process documentation.

This is a fully remote position within the United States, supporting VA ICAM operations. Preference for candidates with clearance eligibility and experience in ITIL practices and ServiceNow.

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 MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNow.
• Experience mentoring or providing technical guidance to other help desk staff.
• Excellent communication, analytical, and writing skills.
• Ability to work independently within a team.

Responsibilities

• Identifies, diagnoses, and resolves complex help desk tickets escalated from Tier 2 help desk staff, serving as a senior point of escalation for difficult or recurring issues.
• Collaborates with Tier 3 Subject Matter Experts (SMEs) to resolve escalated issues and documents the fix for future reference.
• Leads support to the Operations & Maintenance (O&M) team in liaising with application development teams and IAM partners during outages and periods of degradation.
• Develops and maintains help desk process documentation, establishing standards and best practices for the broader help desk team.
• Develops and reviews help desk knowledge artifacts, ensuring accuracy and consistency across the knowledge base.
• Prepares, generates, and submits the weekly Help Desk Report, and identifies trends in ticket volume and issue types for leadership.
• Performs reviews of end-user and help desk training documentation released to the Enterprise Service Desk (ESD)/Help Desk staff.
• Maintains project, data center, and help desk documentation, including knowledge-based articles stored on the Project SharePoint site, JIRA, GitHub, and ServiceNow.
• Maintains email distribution lists and sends maintenance notifications for IAM SSOi, SSOe, and MPI partners.
• Mentors and provides technical guidance to Help Desk Analysts, reviewing ticket handling and documentation quality.
• Provides senior-level support to the VA Help Desk Lead, including generating help desk reports, maintaining content on SharePoint sites and the ServiceNow application, and leading end-user/help desk training session planning and coordination.

Skills

Escalated ticket resolution

Mentoring others

MS Word

MS Excel

SharePoint

JIRA

GitHub

ServiceNow

Written communication

Independent work

Education

Bachelor's degree in business or technical discipline

Tools

JIRA

GitHub

ServiceNow

SharePoint

Job description

GovCIO is seeking an IAM Senior Help Desk Analyst to lead escalated tickets and knowledge management for the ICAM program. The role collaborates with Tier 3 SMEs and guides the O&M team during outages, mentoring junior analysts and owning process documentation.

This is a fully remote position within the United States, supporting VA ICAM operations. Preference for candidates with clearance eligibility and experience in ITIL practices and ServiceNow.