Company: MCLOUD TECHNOLOGY
Location: Hybrid – Washington, DC
Security Requirement: Must be eligible to obtain and maintain a Public Trust determination
Anticipated Start Date: September 29, 2026
Compensation: $70,000 - $90,000
Position Summary
MCLOUD TECHNOLOGY is seeking a Tier 2 Helpdesk Lead to support the Identity and Access Management program.
This key-personnel position will lead the daily operation of the Helpdesk and oversee the resolution of identity, authentication, account-access, and related technical issues that cannot be resolved by Tier 1 support.
The Tier 2 Helpdesk Lead will coordinate ticket assignments, maintain service-level performance, ensure accurate resolution documentation, identify recurring problems, and maintain user-support and training materials.
Responsibilities
- Lead the daily operation of the Helpdesk.
- Troubleshoot and resolve Tier 2 issues escalated by local regional helpdesks.
- Triage, prioritize, assign, track, and follow up on support tickets.
- Ensure users receive timely responses in accordance with established service-level agreements.
- Verify that troubleshooting steps, resolutions, and closure information are accurately documented in the ticketing system.
- Identify rising, recurring, or systemic issues and report them to the Project Lead and Government program managers.
- Coordinate escalations to SailPoint, Okta, infrastructure, security, and other technical specialists.
- Troubleshoot identity, authentication, entitlement, account-access, provisioning, and deprovisioning issues.
- Maintain and improve job aids, frequently asked questions, knowledge articles, and user-training materials.
- Communicate technical information clearly to users, engineers, program leadership, and Government stakeholders.
- Support outage notifications and other user-facing communications according to established procedures.
Maintain required security, confidentiality, customer-service, and documentation standards.
Required Qualifications
- Demonstrated experience leading or coordinating Tier 2 helpdesk, service desk, or enterprise technical-support operations.
- Hands-on experience with SailPoint, Okta, single sign-on, multifactor authentication, PIV credentials, SAML, and OIDC.
- Experience troubleshooting enterprise identity, authentication, account-access, entitlement, provisioning, and deprovisioning issues.
- Experience managing ticket assignment, escalation, SLA compliance, resolution documentation, and issue trending.
- Strong customer-service, written-communication, and technical-documentation skills.
- Ability to explain technical issues clearly to both end users and technical personnel.
- Ability to develop and maintain knowledge articles, job aids, FAQs, and user-training materials.
- Ability to work a hybrid schedule and report to the Washington, DC worksite when required.
- Ability to work outside normal core hours when required for mission-essential incidents or contingencies.
- Ability to satisfy applicable citizenship, residency, identity-proofing, and system-access requirements.
- Ability to successfully complete and maintain the required Public Trust background investigation and suitability determination.
Preferred Qualifications
- Current or recent favorable Public Trust determination.
- Experience supporting a federal agency or Department of Justice environment.
- Experience with Identity and Access Management or Identity Governance and Administration programs.
- Experience supporting enterprise ticketing and knowledge-management platforms.
- Experience operating within formal incident, outage, problem, and change-management procedures.
- Relevant IT service management, identity management, or cybersecurity training.
Pay: $70,000.00 - $90,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: Hybrid remote in Washington, DC 20002
