Help Desk Lead
Xcelligen Inc.
we are seeking a Tier 2 Helpdesk Lead to support mission-critical Identity and Access Management services. The selected candidate will lead support operations for SailPoint, Okta, Privileged Access Management, and authentication services while ensuring compliance with established service levels. Responsibilities Lead Tier 2 support operations for USAidam systems. Manage incident, problem, and request resolution activities. Escalate and coordinate complex IAM issues. Support SailPoint and Okta user provisioning processes. Monitor ticket queues and ensure SLA compliance. Identify recurring issues and implement corrective actions. Develop FAQs, Job Aids, and training materials. Coordinate with engineering teams for product enhancements and fixes. Generate service reports and operational metrics. Required Qualifications Bachelor's Degree or equivalent experience. 7+ years supporting enterprise IT systems. Experience supporting Identity and Access Management platforms. Experience with ServiceNow or enterprise ticketing systems. Knowledge of SAML, MFA, OIDC, PIV authentication, and SSO concepts. Strong troubleshooting and customer support skills. Preferred Qualifications Experience supporting SailPoint IdentityIQ. Experience supporting Okta Identity Engine. HDI or ITIL Certification. U.S. Citizens/Green Card ONLY due to legal or government contract requirement Candidate must be able to obtain government security clearance. #J-18808-Ljbffr Xcelligen Inc.
Vacancy posted 4 days ago
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