Tier 2 IDAM/ICAM Helpdesk Lead with Security Clearance

Essential Functions

• 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, including TechOne and local District IT helpdesks.
• Ensure incoming helpdesk tickets are properly reviewed, prioritized, assigned, tracked, escalated, and resolved in accordance with applicable service-level requirements.
• Provide timely responses to users and ensure support activities comply with SLAs established by EOUSA OCIO EOPS within the Government-designated ticketing system.
• 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 and thoroughly documented within Government-designated ticketing systems.
• Identify emerging, recurring, or systemic issues and elevate trends to the Project Manager/Project Lead, Government PMs, and appropriate technical SMEs.
• Coordinate escalated technical issues with USAidam DevOps engineers and other technical resources when additional engineering support is required.
• Support troubleshooting of user access issues associated with Okta and SailPoint integrations, including authentication, account provisioning/deprovisioning, entitlement, and access-related issues.
• Provide elevated support for USAidam issues that cannot be resolved by the Government's Tier 1 helpdesk within established service levels.
• Support users experiencing authentication and login issues associated with USAidam applications and services.
• Work collaboratively with stakeholders and software vendors, as appropriate, to identify and resolve technical issues and software-related problems.
• Assist with identifying potential impacts associated with system outages, performance degradation, changes, releases, and other operational events.
• Assist the Contractor team with developing, maintaining, and updating job aids, Frequently Asked Questions (FAQs), user training materials, quick-start guides, and other support documentation.
• Support user communications and notifications regarding system changes, known issues, outages, maintenance activities, and other relevant USAidam events.
• Identify opportunities to improve support processes, documentation, issue resolution, and the overall end-user experience.
• Maintain awareness of USAidam system changes, releases, enhancements, and known issues to ensure the Helpdesk is prepared to effectively support users.
• Coordinate with Contractor leadership and Government stakeholders to provide visibility into helpdesk performance, recurring issues, escalations, and areas requiring corrective action.

Required 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, escalate, and close support requests.
• Demonstrated ability to troubleshoot complex technical issues and coordinate with engineering or development teams when escalation is required.
• Experience working within established Service Level Agreements (SLAs) and managing support activities to meet required response and resolution expectations.
• Experience identifying recurring technical issues, trends, root causes, and potential corrective actions.
• 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.
• Strong customer service, problem-solving, organization, documentation, and prioritization skills.
• Ability to work effectively with Government stakeholders, end users, technical SMEs, engineers, and Contractor leadership in a mission-focused environment.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, Information Systems, or a related discipline.
• ITIL Foundation or other IT Service Management (ITSM) certification.
• Relevant technical or cybersecurity certifications.
• Previous experience supporting DOJ, EOUSA, or another Federal Government organization.
• Experience supporting Identity and Access Management (IAM/IdAM) systems in an enterprise environment.
• Experience supporting SailPoint IdentityIQ and/or Okta Identity Engine.
• Experience troubleshooting Single Sign-On (SSO), Multi-Factor Authentication (MFA), account provisioning/deprovisioning, identity lifecycle, entitlement, or access-management issues.
• Familiarity with authentication and federation technologies and standards such as PIV, SAML, OIDC, SCIM, and Okta Verify.
• Familiarity with privileged access management (PAM) technologies and processes.
• Familiarity with Federal cybersecurity, access-control, identity-management, and Zero Trust requirements.
• Experience supporting cloud and hybrid computing environments.
• Experience working in a DevOps or DevSecOps environment and coordinating technical issues with development and engineering teams.
• Experience creating user-facing technical documentation and knowledge-base content.