Tier 2 Helpdesk Lead – IAM & Access Management

Ares Enterprise; Washington, Northern (District of Columbia, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Ares Enterprise is seeking a Tier 2 Helpdesk Lead to support the Department of Justice, EOUSA, OCIO, CSS Identity and Access Management USAidam program in Washington, DC.

The Lead will supervise the Tier 2 Helpdesk, handle escalation for IdAM issues, and coordinate with government PMs, contractor teams, and engineers to resolve problems and improve support delivery. He/She will help develop user guides and training materials to strengthen end-user support.

Qualifications

• Demonstrated experience providing Tier 2 or higher-level technical support in an enterprise IT environment.
• Demonstrated experience leading, coordinating, or providing senior-level support within a technical helpdesk/service desk environment.
• Experience troubleshooting user account, authentication, access, application, and/or system-related issues.
• Experience managing escalated technical support requests that cannot be resolved through Tier 1 support.
• Experience working within enterprise ticketing or IT service management systems to assign, track, document, elevate, and close support requests.
• Strong communication skills to convey technical concepts to non-technical users.

Responsibilities

• Lead and oversee day-to-day operations of the USAidam Tier 2 Helpdesk.
• Serve as the primary escalation point for USAidam issues that cannot be resolved by Tier 1 support personnel.
• Ensure tickets are reviewed, prioritized, assigned, tracked, escalated, and resolved per SLAs.
• Troubleshoot and resolve technical and user-access issues related to USAidam systems and services.
• Coordinate with DevOps and technical SMEs for escalations when needed.
• Develop and maintain user documentation, FAQs, and training materials.

Skills

Tier 2 leadership

ITSM

SLA compliance

Communication

Problem solving

Education

Bachelor’s degree in IT / related

Tools

SailPoint IdentityIQ

Okta Identity Engine

SSO/MFA

Job description

Ares Enterprise is seeking a Tier 2 Helpdesk Lead to support the Department of Justice, EOUSA, OCIO, CSS Identity and Access Management USAidam program in Washington, DC.

The Lead will supervise the Tier 2 Helpdesk, handle escalation for IdAM issues, and coordinate with government PMs, contractor teams, and engineers to resolve problems and improve support delivery. He/She will help develop user guides and training materials to strengthen end-user support.