L2 - MFA Enrollment Cohort Lead

Job Description Summary:

Job Summary:
Cohort Lead serve as the day-to-day lead for an assigned cohort of Level 1 Enrollment Support Specialists based on hospital, clinic, geographic area, or shift.

Job Responsibilities:
-Coordinate daily assignments, coverage, enrollment stations, priorities, and workflow in alignment with the Cybersecurity Project Manager.
-Provide hands-on, white-glove support for Microsoft passkey and WHfB enrollment alongside Level 1 Specialists.
-Coach Level 1 Specialists on enrollment procedures, customer interactions, mobile-device and WHfB support, Smartsheet documentation, and escalation processes.
-Serve as the first escalation point for issues that cannot be resolved through standard Level 1 procedures.
-Troubleshot common enrollment, mobile-device, Windows workstation, passkey, and WHfB issues using approved procedures and knowledge resources.
-Determine whether an issue is a standard support issue, should be routed to another IT support team, or requires Level 3 Cyber Engineering.
-Escalate suspected authentication platform, policy, configuration, provisioning, identity, or other engineering-related issues to Level 3 Cyber Engineering with complete supporting information.
-Collect relevant user, device, error, enrollment, and troubleshooting details before escalation to reduce handoffs and accelerate resolution.
-Monitor cohort enrollment activity and help ensure work is completed accurately, consistently, and on schedule.
-Maintain and help ensure accurate Smartsheet tracking of enrollment status, exceptions, escalations, assignments, and follow-up activities.
-Identify recurring technical issues, resource constraints, user concerns, or process gaps and communicate them promptly to the Cybersecurity Project Manager.
-Adjust cohort coverage based on enrollment volume, clinical operations, employee availability, and changing project needs.
-Reinforce approved change-management messaging and maintain a consistent white-glove experience across the assigned cohort.
-Provide timely updates to the Cybersecurity Project Manager regarding cohort progress, blockers, escalations, and support needs.

Required Skills & Experience:
-Experience in customer service, helpdesk, technical support, field support, healthcare support, or another high-touch user-facing environment.
-Previous experience serving as a team lead, shift lead, floor lead, trainer, escalation resource, or similar leadership role.
-Strong leadership, communication, interpersonal, and customer-service skills.
-Strong familiarity with iOS and Android smartphones and mobile-device navigation.
-Comfortable supporting Windows workstations, mobile authentication, passkeys, WHfB, biometrics, PIN setup, device settings, QR codes, and browser workflows.
-Strong troubleshooting and situational judgment, including the ability to determine when Level 3 Cyber Engineering support is required.
-Ability to gather and document relevant technical information before escalating an issue.
-Strong organization, documentation, accountability, and follow-through.
-Ability to coach Level 1 Specialists and provide direction during high-volume or challenging situations.
-Flexible and comfortable shifting staff or priorities based on changing enrollment needs.
-Comfortable working in fast-paced hospital and clinical environments.
-Ability to work flexible schedules, including days, evenings, nights, and weekends.Preferred Qualifications
-Experience using Smartsheet or similar work-management tools.
-Previous healthcare, physician, executive, or other high-touch customer support experience.
-Experience supporting MFA, passkeys, WHfB, device enrollment, or large-scale technology adoption initiatives.
-Familiarity with Microsoft authentication, Microsoft 365, Entra ID, or identity and access management concepts.

Preferred Skills & Experience:
-N/A

Required Education:
-HS Diploma or GED.

Preferred Education:
-N/A

Required Certifications& Licensure:
-N/A

Preferred Certifications & Licensure:
-N/A

Languages:

English

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Skills:

Required

• CUSTOMER SERVICE
• HELPDESK
• TECHNICAL SUPPORT
• FIELD SUPPORT
• HEALTHCARE SUPPORT

Additional

• ESCALATION MANAGEMENT
• LEADERSHIP
• COMMUNICATION
• INTERPERSONAL SKILLS
• CUSTOMER SERVICE SKILLS
• IOS NAVIGATION
• ANDROID NAVIGATION
• WINDOWS WORKSTATION SUPPORT
• MOBILE AUTHENTICATION
• PASSKEYS
• WHFB
• BIOMETRICS
• PIN SETUP
• DEVICE SETTINGS
• QR CODES
• BROWSER WORKFLOWS
• TROUBLESHOOTING
• SITUATIONAL JUDGMENT
• TECHNICAL DOCUMENTATION
• ORGANIZATION
• ACCOUNTABILITY
• FOLLOW-THROUGH
• COACHING
• FLEXIBLE STAFFING
• FAST-PACED HOSPITAL ENVIRONMENTS
• SMARTSHEET
• PHYSICIAN SUPPORT
• EXECUTIVE SUPPORT
• MFA SUPPORT
• PASSKEY SUPPORT
• WHFB SUPPORT
• TEAM LEADERSHIP
• SHIFT LEADERSHIP
• FLOOR LEADERSHIP
• TRAINING