Tier 2 Helpdesk Lead (Onsite)

Serigor Inc.; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Job summary

Serigor Inc. in Washington, DC is seeking a Tier 2 Helpdesk Lead to manage onsite technical support operations and drive advanced issue resolution for the client environment.

The role emphasizes leading Tier 2/advanced support, handling identity and access issues, coordinating with IAM/SailPoint SMEs, and ensuring documentation and process improvements across ticketing and incident management.

Qualifications

• Bachelor's degree or equivalent relevant experience.
• 7+ years of IT technical support/service desk experience.
• Experience leading or supervising technical support teams.
• Experience supporting enterprise or Federal Government environments.
• Experience with IAM, authentication, identity lifecycle, or access management preferred.

Responsibilities

• Lead Tier 2 technical support activities.
• Analyze and resolve escalated technical issues that cannot be resolved through Tier 1 support.
• Troubleshoot identity, access, authentication, and system-related problems.
• Coordinate with IAM/SailPoint SMEs on complex access issues.
• Support identity lifecycle-related troubleshooting.
• Provide day-to-day technical guidance to Tier 2 support personnel.
• Review the quality and completeness of ticket resolutions.
• Identify training and knowledge gaps.
• Support knowledge transfer and cross-training.
• Assist with staffing and workload management.
• Develop and maintain troubleshooting procedures and knowledge articles.
• Identify recurring incidents and recommend corrective actions.
• Analyze ticket trends to identify opportunities for process improvement.
• Support automation and operational efficiency improvements.
• Maintain accurate technical documentation.
• Track helpdesk performance and ticket trends.
• Provide management information regarding ticket volumes, aging tickets, resolution trends, recurring issues, escalations, and service performance.

Skills

Leadership

Troubleshooting

Root cause

Team coordination

Documentation

Analytical

Service management

Education

Bachelor's degree or equivalent relevant experience

Tools

Ticketing platforms

IAM/SailPoint

Job description

Job Title: Tier 2 Helpdesk Lead (Onsite)

Location: Washington, DC

Duration: Up to 5 Years

Position Overview

The Tier 2 Helpdesk Lead will lead technical support operations and provide advanced troubleshooting and issue resolution for the client environment. The individual will oversee Tier 2 support activities, coordinate escalations, monitor service performance, identify recurring problems, and ensure timely and effective resolution of technical issues.

The candidate should have experience leading enterprise or Federal IT helpdesk/service desk operations, preferably in environments involving identity management, access management, authentication, enterprise applications, or cybersecurity.

Key Responsibilities

Tier 2 Technical Support

• Lead Tier 2 technical support activities.
• Analyze and resolve escalated technical issues that cannot be resolved through Tier 1 support.
• Troubleshoot complex user, application, access, authentication, and system-related problems.
• Perform root-cause analysis for recurring or complex incidents.
• Coordinate with technical SMEs and application/system teams for advanced troubleshooting.
• Ensure issues are documented accurately and completely.

Ticket & Incident Management

• Monitor incoming tickets and escalated incidents.
• Prioritize issues based on impact and urgency.
• Ensure tickets are assigned and progressed appropriately.
• Monitor resolution timelines and service performance.
• Escalate issues when required.
• Maintain accurate ticket documentation and resolution information.

Identity & Access Support

• Troubleshoot identity and access-related issues.
• Support account/access requests and related technical problems.
• Assist with authentication and authorization issues.
• Coordinate with IAM/SailPoint SMEs on complex access issues.
• Support identity lifecycle-related troubleshooting.

Team Leadership

• Provide day-to-day technical guidance to Tier 2 support personnel.
• Review the quality and completeness of ticket resolutions.
• Identify training and knowledge gaps.
• Support knowledge transfer and cross-training.
• Assist with staffing and workload management.

Knowledge Management & Continuous Improvement

• Develop and maintain troubleshooting procedures and knowledge articles.
• Identify recurring incidents and recommend corrective actions.
• Analyze ticket trends to identify opportunities for process improvement.
• Support automation and operational efficiency improvements.
• Maintain accurate technical documentation.

Reporting & Performance Monitoring

• Track helpdesk performance and ticket trends.
• Provide management information regarding:
  • Ticket volumes
  • Aging tickets
  • Resolution trends
  • Recurring issues
  • Escalations
  • Service performance
• Recommend actions to improve service quality and user experience.

Desired Qualifications

• Bachelor's degree or equivalent relevant experience.
• 7+ years of IT technical support/service desk experience preferred.
• Demonstrated Tier 2/advanced technical support experience.
• Experience leading or supervising technical support teams.
• Experience supporting enterprise or Federal Government environments.
• Experience with IAM, authentication, identity lifecycle, or access management preferred.
• Experience with ticketing/service management platforms.
• Strong troubleshooting and analytical skills.
• ITIL certification preferred.
• Ability to meet applicable DOJ security/background requirements.