Tier 2 Helpdesk Lead; Onsite

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.