Technical Support Team Lead – Identity Governance and Administration (IGA)

Green Threads, LLC; United States; On-site; USD 60,000 - 200,000; Full time

Job summary

An established industry player is seeking a Technical Support Team Lead to manage a dedicated team overseeing critical Identity Governance and Administration platform support. This role involves hands-on leadership, ensuring 24x7 operational support, and fostering collaboration between technical teams and support analysts. The ideal candidate will have extensive experience in technical support, strong leadership skills, and a solid understanding of identity governance solutions. Join this innovative firm to make a significant impact in a dynamic environment that values process improvement and proactive incident management.

Benefits

Health, Dental and Vision Plans

401(k) Program with Company Match

Profit Sharing

Paid Vacation

Personal / Sick Pay

Tuition and Training Reimbursement

Qualifications

• 5+ years in technical support or system administration.
• 2+ years in leadership roles within support teams.

Responsibilities

• Lead a team providing 24x7 IGA platform support.
• Serve as escalation point for complex incidents.

Skills

Technical Support

Leadership

Identity Governance Solutions

Communication Skills

Problem Solving

Education

Bachelor’s degree in Computer Science

Tools

ServiceNow

Jira

Job description

Technical Support Team Lead – Identity Governance and Administration (IGA)

Technical Support Team Lead – Identity Governance and Administration (IGA)

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Green Threads is seeking an experienced and motivated Technical Support Team Lead to oversee the support operations for a mission-critical Identity Governance and Administration (IGA) platform. This individual will be hands on and lead a team of support analysts in providing 24x7 operational support, issue triage, and resolution for an enterprise-scale identity platform supporting user provisioning, access reviews, and policy enforcement.

Responsibilities:

• Lead and manage a distributed team of Tier 1–Tier 3 support analysts providing round-the-clock IGA support
• Be hands on addressing technical issues as part of the daily activities
• Coordinate shift schedules, escalation procedures, and on-call rotations to maintain 24x7 coverage
• Mentor and train support team members on IGA tools, ticket triage, resolution protocols, and customer engagement
• Participate in daily call and provide updates on ticket resolutions and critical issues to technical leads and stakeholders

Operational Support & Incident Management

• Serve as the point of escalation for complex incidents involving account provisioning, access policy enforcement, connector failures, and performance degradation
• Ensure timely incident response, root cause analysis, and communication with stakeholders
• Monitor system health dashboards and alerts to proactively identify and resolve issues

Collaboration & Stakeholder Communication

• Act as liaison between technical teams (engineering, DevSecOps, product) and support analysts
• Provide regular status updates and incident reports to senior leadership and business stakeholders
• Participate in change management reviews and post-mortems for high-priority incidents

Process Improvement

• Develop and maintain knowledge base articles, SOPs, and runbooks for IGA support processes
• Identify recurring issues and recommend automation or platform enhancements to reduce manual intervention
• Track team KPIs (ticket resolution times, SLA adherence, escalation rates) and implement improvements

Qualifications and Experience:

• 5+ years of technical support or system administration experience in enterprise IT environments
• 2+ years of leadership experience in a support or operations team
• Strong understanding of Identity Governance solutions (e.g., Saviynt, SailPoint, Broadcom IGA) is a plus
• Experience supporting account lifecycle management, role-based access controls (RBAC), and compliance workflows is a plus
• Proficiency with ticketing systems (e.g., ServiceNow, Jira), monitoring tools, and ITIL support frameworks
• Strong communication and organizational skills, with the ability to manage multiple high-priority issues under pressure
• Willingness and availability to support 24x7 operations, including nights/weekends/holidays as needed

Preferred Qualifications:

• Experience supporting IGA implementations in federal, healthcare, or regulated environments
• Familiarity with directory services (AD, LDAP), cloud identity platforms (Azure AD/Entra ID), and SAML/OIDC protocols
• ITIL v3/v4 certification or equivalent experience in structured incident/change management

Education:

• Bachelor’s degree in computer science, Software Engineering, or a related field (or equivalent practical experience).
• Competitive Wages
• Health, Dental and Vision Plans
• 401(k) Program with Company Match
• Profit Sharing
• Paid Vacation
• Personal / Sick Pay
• Tuition and Training Reimbursement

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering, Information Technology, and Other

• Industries

  IT Services and IT Consulting

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