Tier 2 Helpdesk Lead (Onsite)
Serigor Inc.
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.
Vacancy posted 2 days ago
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