The Tier 2 Helpdesk Lead will provide leadership and technical support for the USAidam Helpdesk, serving as the primary escalation point for Identity and Access Management (IdAM) issues that cannot be resolved by Tier 1 support personnel. This individual will oversee the timely assignment, investigation, resolution, escalation, and documentation of support requests associated with USAidam systems and services.
The Tier 2 Helpdesk Lead will work closely with users, Government Program and Project Managers, Contractor technical teams, and USAidam engineers to resolve technical issues, identify recurring problems, maintain service levels, and support continuous improvement of helpdesk operations. The position will also contribute to the development and maintenance of user documentation, job aids, Frequently Asked Questions (FAQs), and training materials. The PWS explicitly designates the Tier 2 Helpdesk Lead as Key Personnel.
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.
Requirements
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.
