Tier 2 IAM Support Lead

Olympus Solutions Inc. • Washington, DC

5d • Onsite

About The Position

Olympus Solutions is seeking a Tier 2 Helpdesk Lead to manage identity and access support operations for a federal law enforcement customer in Washington, DC. This role involves more than just ticket routing; it requires in-depth problem-solving for issues such as failed provisioning workflows, broken federation, and rejected PIV authentication. The lead will be responsible for owning the queue and the knowledge base.

Requirements

• Hands-on Tier 2 or Tier 3 support experience with enterprise identity platforms, specifically SailPoint IdentityIQ 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.

Nice To Haves

• Okta Certified Professional or Administrator
• SailPoint IdentityIQ administrator training
• ITIL Foundation
• Prior federal helpdesk experience
• Box Enterprise support experience

Responsibilities

• Own day-to-day operation of the identity and access management helpdesk queue.
• Resolve SailPoint IdentityIQ 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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed