Tier 2 IAM Support Lead

Olympus Solutions is a service-disabled veteran-owned small business specializing in identity, credential, and access management for federal agencies. We are hiring a Tier 2 Helpdesk Lead to run identity and access support operations for a federal law enforcement customer in Washington, DC.

This is not a ticket-routing job. You will be the person who figures out why a provisioning workflow failed, why a federation broke, or why a PIV authentication is being rejected, and you will own the queue and the knowledge base while you do it.

• Own day-to-day operation of the identity and access management helpdesk queue.
• Resolve SailPoint Identity IQ and Okta issues escalated from the Tier 1 desk, to defined service levels.
• Diagnose provisioning and deprovisioning failures, aggregation and correlation errors, SSO and federation problems, and PIV and MFA authentication issues.
• Ensure every closed ticket carries complete, accurate resolution documentation.
• Spot recurring and emerging issues and raise them to program and government leadership before they become outages.
• Support application owners onboarding applications to SAML and OIDC federation.
• Keep job aids, FAQs, and user training material current.
• Supervise a part-time support analyst.

• Hands-on Tier 2 or Tier 3 support experience with enterprise identity platforms, specifically SailPoint Identity IQ and Okta.
• Ability to independently diagnose provisioning failures, aggregation and correlation errors, federation and SSO failures, and MFA or smart card authentication rejections.
• Working knowledge of PIV, PIV-I, PIV-C, and PIV-D credential troubleshooting.
• Track record managing a ticket queue to SLA in an enterprise ITSM tool.
• Strong technical writing: job aids, FAQs, end-user communications.
• U.S. citizenship and the ability to obtain and maintain a Secret clearance and a favorably adjudicated federal public trust investigation.
• Ability to work on-site in Washington, DC, Monday through Friday, with core hours 9:00 AM to 3:30 PM Eastern.

Okta Certified Professional or Administrator, SailPoint Identity IQ administrator training, ITIL Foundation, prior federal helpdesk experience, and Box Enterprise support experience.

Olympus Solutions offers a competitive benefits package designed to give employees personal, professional, and financial flexibility. Benefits include:

• 1.
  Medical, Dental, and Vision — Comprehensive health benefits for employees and their families.
• 2.
  Work-Life Balance — A paid time off plan and a culture that values balance, accountability, and personal well-being.
• 3.
  Career Development — Career-building opportunities, professional development, and support for training and certifications.
• 4.
  Financial Security — A 401(k) plan with a discretionary company match and no waiting period before enrollment.
• 5.
  Referral Bonuses — Eligibility for referral bonuses for qualified new-hire and business development referrals.

Olympus Solutions, Inc. is a Security Systems Engineering (SSE) company specializing in the design, development, implementation, and operation and maintenance (O&M) of identity systems for enterprise customers with millions of users as well as smaller organizations. With offices in Daytona Beach, FL and Norfolk, VA, Olympus is a Service-Disabled Veteran-Owned Small Business (SDVOSB) serving Federal, Defense, Commercial, and SLED clients. Olympus is a proud recipient of the SBA’s Gold HIRE Vets Medallion Award for four consecutive years (2022–2025).

Our core service areas include:

• Consulting and Technical Advisement — Expert guidance on best practices, Federal compliance, and strategic planning for identity and PKI system designs, upgrades, and implementations.
• System Security Engineering (SSE) — Building secure systems that oversee and safeguard critical infrastructure, with automated controls and emergency procedures built in.
• Design and Implementation — End-to-end design and implementation of ICAM, PKI, and PAM systems, with a focus on Zero Trust identity pillar solutions.
• System Upgrades and Legacy Integration — Upgrading complex enterprise systems, including mainframe-era applications, with no unscheduled downtime.
• Operations, Maintenance, and Sustainment — Continuous optimization of customer systems to improve performance, efficiency, and security posture.

Olympus engineers work across leading identity and security platforms including SailPoint, Cyber Ark, Beyond Trust, Okta, Oracle IAM, EntraID, Ping Federate, Radiant Logic, Key Factor, AppViewX, and others. We are committed to delivering measurable outcomes for our customers while investing in the growth, development, and success of our team.