Tier 2 IDAM/ICAM Helpdesk Lead | Washington, DC | On-Site | Cont
Ares Enterprise, LLC · Washington, DC, United States ·
COMPENSATION
€•• – ••k
Listed on WeAreDevelopers
- On-site in Washington, DC
- IDAM/ICAM Focus
- SailPoint & Okta
- Federal Government Client
- Key Personnel Role
Ares Enterprise seeks a Tier 2 Helpdesk Lead to support the DOJ Executive Office for United States Attorneys. You will manage escalated Identity and Access Management issues, oversee daily helpdesk operations, and coordinate with engineering teams to resolve complex access problems.
What you'll do
- Lead daily operations of the Tier 2 IDAM helpdesk
- Serve as primary escalation point for unresolved Tier 1 issues
- Troubleshoot authentication, provisioning, and access errors
- Ensure ticket resolution meets established service level agreements
- Coordinate with DevOps engineers for complex technical escalations
- Identify recurring trends and recommend corrective actions
- Develop job aids, FAQs, and user training documentation
- Communicate system changes and outages to end users
What you'll need
- Bachelor's degree in IT, Computer Science, or related field
- Experience leading technical helpdesk or service desk teams
- Proficiency with SailPoint IdentityIQ or Okta Identity Engine
- Knowledge of SSO, MFA, SAML, OIDC, and SCIM standards
- Familiarity with Federal cybersecurity and Zero Trust requirements
- ITIL Foundation or similar ITSM certification preferred
- Strong written and verbal communication skills
- Ability to work effectively with government stakeholders
Stack
- SailPoint
- Okta
- SAML
- OIDC
- SCIM
- MFA
- DevOps
- Zero Trust
How you'll work
- On-site in Washington, DC
- Supports Department of Justice programs
- Key Personnel designation applies