Tier 2 Helpdesk Lead – IdAM Specialist (Okta/SailPoint)

Yulista Holding; Washington (District of Columbia); On-site; USD 85,000 - 120,000; Full time

Job summary

StraitSys is recruiting a Tier 2 Helpdesk Lead to support the DOJ EOUSA OCIO USAidam program in Washington, DC. The role demands leadership of the Tier 2 Helpdesk, escalation for IdAM issues, and collaboration with government stakeholders and contractor teams.

The ideal candidate will oversee ticketing, SLAs, documentation, and user training materials while advancing continuous improvement in helpdesk operations and ensuring dedicated support for Okta and SailPoint integrations.

Qualifications

• Experience providing Tier 2 or higher-level technical support in an enterprise IT environment.
• 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.
• Experience developing and maintaining technical support documentation, including job aids, FAQs, knowledge articles, and/or user training materials.
• Strong written and verbal communication skills with the ability to communicate technical concepts effectively to both technical and 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 incoming helpdesk tickets are properly reviewed, prioritized, assigned, tracked, escalated, and resolved in accordance with SLAs.
• Provide timely responses to users and ensure support activities comply with SLAs established by EOUSA OCIO EOPS.
• Troubleshoot and resolve technical and user-access issues associated with USAidam systems and services.
• Ensure troubleshooting activities, resolutions, corrective actions, and closure information are accurately documented in ticketing systems.
• Coordinate escalated technical issues with USAidam DevOps engineers and other technical resources.
• Support troubleshooting of user access issues associated with Okta and SailPoint integrations.

Skills

Tier 2 support

Leadership

Troubleshooting

Documentation

SLA management

Education

Bachelor's degree

ITIL Foundation

Tools

Okta

SailPoint IdentityIQ

Job description

StraitSys is recruiting a Tier 2 Helpdesk Lead to support the DOJ EOUSA OCIO USAidam program in Washington, DC. The role demands leadership of the Tier 2 Helpdesk, escalation for IdAM issues, and collaboration with government stakeholders and contractor teams.

The ideal candidate will oversee ticketing, SLAs, documentation, and user training materials while advancing continuous improvement in helpdesk operations and ensuring dedicated support for Okta and SailPoint integrations.