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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 2 Helpdesk Lead (Onsite) - **Company:** Serigor Inc - **Location:** Washington, DC, United States - **Experience:** Expert - **Salary:** $62,400.0 - $70,720.0 - **Contract:** Temporary to permanent - **Skills:** User Authentication, Identity and Access Management, Knowledge Management, Enterprise Software Applications, Performance Monitor, SailPoint - **Published:** August 26, 2026 - **Apply:** https://www.careerjet.com/jobad/use8dc486112bfdca2e7da45f01ad62331 ## About the Role * 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. ## Description 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., 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., Job Description: Short Description: Responds to and diagnoses problems through discussion with users. 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