Lead Technical Support Specialist
3 weeks ago
Akira Technologies is seeking a Lead Technical Support Specialist to help support our government client in modernizing their enterprise information technology services, which is vital to deploying their mission in disaster and relief programs.
This is hybrid work with places of performance in Washington, DC and Round Hill, VA. Ideal candidates are those who can support working at these locations a couple of times a week.
Job Responsibilities:
- Lead a team of IDM technical support specialists, providing guidance and mentorship to ensure exceptional support services. Oversee day-to-day operations of the IDM technical support team, ensuring timely issue resolution and customer satisfaction.
- Serve as the subject matter expert for IDM solutions, including hands-on support for identity provisioning, de-provisioning, and access management. Collaborate with cross-functional teams to troubleshoot and resolve complex IDM issues.
- Interface with government clients to understand their IDM requirements and provide expert-level technical support. Communicate effectively with stakeholders, providing regular updates on support activities and issue resolution.
- Develop and maintain comprehensive documentation for IDM support procedures, troubleshooting steps, and best practices. Identify opportunities for process improvement and implement enhancements to optimize support efficiency.
- Conduct training sessions for IDM technical support specialists, ensuring they are well-equipped to handle a variety of IDM-related challenges. Stay updated on the latest IDM technologies and share knowledge with the team.
Job Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in a lead role within IDM technical support, with a minimum of 7+ years of IDM support experience.
- Strong expertise in IDM solutions, including identity provisioning, de-provisioning, and access management.
- Familiarity with government security standards and compliance requirements.
- Excellent leadership, communication, and interpersonal skills.
- Effective problem-solving abilities and a customer-centric approach.
- Experience working in government contracting or familiarity with government processes is a plus.
- Experience working with government systems (i.e., SharePoint) and stakeholders.
- Strong attention to detail, time management, and follow through.
- Ability to adapt and operate effectively in ambiguous or rapidly changing environments.
- Ability to work independently and manage multiple assignments.
- Working knowledge and experience of MS Office (e.g. MS PowerPoint, MS Word, MS Excel).
- This is a US government contract and therefore US Citizenship is required.
About Akira Technologies
Akira strives to meet and exceed the mission and objectives of US federal agencies. As a leading small business cloud modernization and data analytics services provider, we deliver trusted and highly differentiated solutions and technologies that serve the needs of our customers and citizens. Akira serves as a valued partner to essential government agencies across the intelligence, cyber, defense, civilian, and health markets. Every day, our employees deliver transformational outcomes, solving the most daunting challenges facing our customers.
Akira is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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