ICAM Service Desk Lead (REMOTE)

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking an ICAM Service Desk Lead with a Secret Security clearance to support KITS and our government customer. The position is remote.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking an experienced ICAM Service Desk Lead to join a team supporting Identity, Credential, and Access Management (ICAM) solutions for the customer. The ideal candidate is a technically proficient and operationally experienced leader with a strong background in managing multi-tiered IT support operations, deep knowledge of enterprise ICAM platforms, and a demonstrated ability to drive service excellence in a federal government environment. This individual will serve as the primary leader of the ICAM service desk function, overseeing Tier 2/3 support operations, managing team performance, and ensuring the delivery of high-quality, SLA-driven support for ICAM services operating on NIPRNet.

The ICAM Service Desk Lead will serve as the primary operational and technical leader for the ICAM service desk, overseeing the delivery of Tier 2 and Tier 3 advanced technical support for ICAM services, managing a team of support analysts, and ensuring that all support activities are performed in accordance with established SLAs, policies, and government requirements. This individual will coordinate closely with networking and cyber teams, the Service Desk, ICAM platform engineers, program managers, and Tier 4 technology vendors such as Okta and SailPoint to ensure seamless, end-to-end support delivery across the ICAM support ecosystem. The ICAM Service Desk Lead will also own the strategic management of the ICAM service catalog, knowledge base, and SLA performance program, driving continuous improvement and operational excellence across all support functions.

Principal responsibilities will include but are not limited to:

• Serve as the primary leader and point of accountability for ICAM Tier 2/3 service desk operations, overseeing day-to-day support activities, team performance, and the quality and timeliness of incident and service request resolution.
• Lead, manage, and develop a team of ICAM Service Desk Tier 2/3 Analysts, providing day-to-day direction, technical guidance, performance feedback, and professional development opportunities to support team growth and operational effectiveness.
• Establish, manage, and enforce Service Level Agreements (SLAs) for all tiers of ICAM support, including defined targets for Mean Time to Acknowledge (MTTA) and Mean Time to Repair (MTTR) aligned with government objectives, ensuring consistent achievement of or exceeding SLA commitments.
• Serve as the primary escalation point for complex, high-priority, or high-impact ICAM incidents and service requests, providing expert technical guidance and driving rapid resolution in coordination with ICAM engineering teams, networking and cyber teams, and Tier 4 vendors.
• Oversee and manage Tier 4 vendor escalations with Okta, SailPoint, and other ICAM technology vendors, ensuring timely vendor engagement, clear communication of issue severity and impact, and effective tracking of resolution progress.
• Lead the integration of the ICAM service desk with the Service Desk for Tier 1 coordination, ensuring that appropriate resolver group assignments, access provisioning, and escalation procedures are established, documented, and maintained.
• Own the strategic management, maintenance, and continuous expansion of the ICAM support knowledge base, overseeing the development and quality assurance of knowledge articles, troubleshooting guides, FAQs, and self-service resources to enable efficient issue resolution for users, application owners, and Tier 1 support personnel.
• Own the maintenance and continuous improvement of the ICAM service and capability catalog, ensuring accurate and up-to-date documentation of all available ICAM services, including service descriptions, SLAs, request procedures, and planned capabilities.
• Develop, implement, and continuously improve standard operating procedures (SOPs), runbooks, escalation procedures, and support playbooks to ensure consistent, high-quality, and efficient support delivery across all ICAM support tiers.
• Establish and manage a robust SLA performance monitoring and reporting program, tracking MTTA, MTTR, incident volumes, resolution rates, customer satisfaction, and other key performance indicators (KPIs), and delivering regular performance reports and dashboards to program leadership and government stakeholders.
• Lead root cause analysis and problem management activities for recurring, high-impact, or systemic ICAM incidents, coordinating with engineering teams to implement permanent fixes, preventive measures, and knowledge base updates.
• Collaborate with ICAM platform engineers, architects, and security teams to ensure the service desk team maintains current technical knowledge of ICAM platforms, planned changes, and emerging support requirements.
• Oversee change management participation for the service desk function, ensuring that proposed changes to ICAM systems are reviewed for support impact, that the team is prepared for change-related support demands, and that relevant knowledge base content is updated accordingly.
• Develop and deliver regular operational briefings, status reports, and performance presentations to program leadership and government customers, providing transparent visibility into support operations, trends, and improvement initiatives.
• Lead the development and delivery of technical training and onboarding programs for new service desk team members, ensuring consistent technical proficiency and service quality across the team.
• Drive continuous improvement initiatives across ICAM support operations, identifying and implementing opportunities to enhance efficiency, automate repetitive tasks, improve user experience, and reduce incident volumes through proactive problem management and self-service enablement.
• Support incident response activities related to ICAM systems, coordinating service desk contributions to the investigation, containment, and remediation of identity-related security events.
• Participate in program governance activities, including contributing to program reviews, risk management discussions, and strategic planning sessions as the representative of the ICAM service desk function.

Education and Experience:
Required:

• Bachelor's degree in Computer Science, Information Technology, Cybersecurity, Business Administration, or a related field from an accredited college or university; equivalent work experience may be considered in lieu of a degree.
• 6+ years of experience in IT service management, technical support, or IT operations, with at least 3 years of experience in a team lead, supervisor, or manager role within a multi-tiered IT support organization.
• 3+ years of experience supporting or administering enterprise identity and access management systems, with hands-on familiarity with Okta and/or SailPoint platforms.
• Demonstrated experience managing SLA-driven support operations in a federal government or Department of Defense (DoD) IT environment.

Required Skills and Competencies:

• Exceptional communication and leadership skills in English - both written and oral - with the ability to effectively communicate operational status, technical issues, and strategic recommendations to team members, technical peers, program managers, and senior government stakeholders.
• Demonstrated experience leading and managing a technical support team, including performance management, workload prioritization, professional development, and team cohesion in a fast-paced operational environment.
• Strong working knowledge of Okta platform capabilities and common support scenarios, including SSO, MFA, Lifecycle Management, Universal Directory, application integrations, and Okta Workflows.
• Strong working knowledge of SailPoint platform capabilities and common support scenarios, including identity lifecycle management, provisioning and deprovisioning workflows, access certifications, connector management, and role governance.
• Deep understanding of multi-tiered IT support models, including experience coordinating across Tier 1, Tier 2, Tier 3, and Tier 4 support functions and managing escalation workflows and resolver group assignments.
• Demonstrated experience establishing, managing, and reporting on SLAs, including MTTA, MTTR, and other service performance metrics, in alignment with government and customer requirements.
• Experience managing IT Service Management (ITSM) processes, including incident management, problem management, change management, knowledge management, and service catalog management, using platforms such as ServiceNow, Remedy, or equivalent tools.
• Strong experience developing and maintaining knowledge base content, SOPs, runbooks, and support playbooks for enterprise IT or ICAM support operations.
• Experience managing and maintaining IT service and capability catalogs, including documenting service descriptions, SLA commitments, and request procedures.
• Proven ability to lead root cause analysis and problem management activities, driving systemic issue resolution and continuous improvement across support operations.
• Experience managing vendor escalations and coordinating with external technology vendors for Tier 4 support resolution.
• Strong analytical and reporting skills, with experience developing and presenting support performance dashboards, trend analyses, and operational briefings to leadership and government stakeholders.
• Knowledge of identity federation protocols and standards, including SAML 2.0, OAuth 2.0, OIDC, and LDAP, and the ability to provide technical guidance on protocol-level integration issues.
• Familiarity with federal ICAM frameworks and identity management standards, including FICAM, NIST SP 800-63, and Zero Trust Architecture principles.

Clearance Requirement:

• Active Secret Clearance

Desired Skills and Competencies:

• Experience leading ICAM service desk or IT support operations in a Department of the Air Force (DAF), Department of Defense (DoD), or other federal agency environment.
• Experience managing NIPRNet support operations and familiarity with DoD network security requirements, constraints, and operational procedures.
• ITIL 4 Foundation certification or higher, with demonstrated application of ITIL service management principles to IT support operations.
• Okta Certified Administrator, Okta Certified Professional, or equivalent Okta certification.
• SailPoint Certified Administrator or equivalent SailPoint certification.
• Project Management Professional (PMP) or Certified Associate in Project Management (CAPM) certification.
• Experience developing and managing continuous improvement programs for IT support operations, including the use of lean, Six Sigma, or equivalent process improvement methodologies.
• Knowledge of Zero Trust Architecture principles and their operational implications for ICAM service desk support.
• Familiarity with federal ICAM mandates, DoD identity management policies, and relevant OMB directives governing identity and access management in the federal government.
• Experience supporting PIV/CAC-based authentication and smart card management in a DoD or federal environment.
• CompTIA Security+ or equivalent DoD 8570/8140 compliant cybersecurity certification.
• Experience with security monitoring and SIEM platforms and their application to proactive ICAM platform health management and incident detection.
• Familiarity with cloud-hosted ICAM platform operations, including FedRAMP-authorized deployments on AWS GovCloud or Azure Government.
• Experience with automation and AI-driven support tools, including the use of chatbots, virtual agents, and intelligent knowledge management systems to enhance self-service capabilities and reduce incident volumes.
• Knowledge of emerging identity standards and technologies relevant to federal ICAM programs, including Continuous Access Evaluation Protocol (CAEP) and Shared Signals Framework (SSF).

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com .

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352