Senior IAM Help Desk Lead — Remote

GovCIO

Salt Lake City (UT)

Remote

USD 110,000 - 130,000

Full time

42 hours ago

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Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform

Certification training 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 Identity, Credential, and Access Management (ICAM) program supporting the Department of Veterans Affairs. This fully remote role resolves complex tickets, mentors analysts, and coordinates with IAM partners during outages and degraded service.

Ideal candidates have 8+ years of relevant experience, strong MS Office/SharePoint/JIRA/GitHub/ServiceNow skills, and a proven

Qualifications

Bachelor's degree in a business or technical discipline, and 8+ years of relevant experience (or commensurate combination of education and experience); additional relevant experience may be substituted for the degree requirement.
Demonstrated experience resolving complex, escalated help desk tickets and serving as a senior point of escalation.
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-oriented environment.

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 SMEs to resolve escalated issues and documents the fix for future reference.
Leads support to the 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.