Senior ICAM Help Desk Lead – Remote

GovCIO; Santa Fe (NM); Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

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 ticket resolution and knowledge management for the enterprise ICAM program for the VA. This role resolves complex tickets escalated from Tier 2, partners with Tier 3 SMEs, and supports outages with IAM partners.

The position is fully remote within the United States and requires ability to obtain a suitability/public trust clearance; contract is unfunded until award.

Qualifications

• Bachelor's degree in business or technical discipline and 8+ years of relevant experience.
• Experience resolving complex escalated tickets and serving as a senior escalation point.
• Proficiency 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 environment.

Responsibilities

• Resolve escalated tickets from Tier 2; serve as senior escalation point.
• Collaborate with Tier 3 SMEs to resolve issues and document fixes.
• Lead O&M coordination with development teams and IAM partners during outages.
• Develop and maintain help desk process documentation and standards.
• Review and maintain knowledge artifacts for accuracy and consistency.
• Prepare, generate, and submit the weekly Help Desk Report and identify trends.
• Mentor Help Desk Analysts and provide technical guidance.

Skills

Senior escalation

Mentoring

Communication

Independent work

Education

Bachelor's degree in business or technical discipline

Tools

MS Word

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Job description

GovCIO is seeking an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program for the VA. This role resolves complex tickets escalated from Tier 2, partners with Tier 3 SMEs, and supports outages with IAM partners.

The position is fully remote within the United States and requires ability to obtain a suitability/public trust clearance; contract is unfunded until award.