Tier 2 Helpdesk Lead

Tier 2 Helpdesk Lead

Position Summary:

The Tier 2 Helpdesk Lead owns day-to-day operation of the USAidam Helpdesk, providing elevated support for identity governance, authentication, and access issues that Tier 1 (TechOne/District IT) is unable to resolve, and ensures timely, well-documented ticket resolution consistent with OCIO EOPS-defined SLAs.

Key Responsibilities

• Manage assignment, triage, and resolution tracking of Tier 2 tickets across USAidgov, USAlogin, and USApriv
• Ensure timely user responses per SLAs defined by OCIO EOPS in the EOUSA ticketing system
• Ensure resolutions are properly documented and annotated prior to ticket closure
• Identify and escalate rising or recurring issues to the Project Manager and Government PMs
• Supervise/coordinate USAidam Helpdesk Support staff (0.5 FTE) in day-to-day operations
• Maintain and update Job Aids, FAQs, and other end-user training/support materials
• Support onboarding/troubleshooting for application owners integrating with USAlogin/USAidgov
• Assist with user access issue troubleshooting stemming from Okta/SailPoint integrations

Minimum Qualifications

• 3–5+ years of Tier 2/escalated helpdesk or IT support experience, ideally in an IAM environment
• Working knowledge of SailPoint IdentityIQ and/or Okta IDaaS user support functions
• Experience with ITSM/ticketing platforms and SLA-based service delivery
• Strong customer service, documentation, and communication skills
• Must be employed by a U.S.-based company with support services local to Washington, DC, and be available to all places of performance, including travel at no additional charge to the Government
• Must possess, or be able to obtain, a Federal Government background check/clearance at the Secret level