Senior Helpdesk Access Manager

Role Overview

• Lead, direct, and supervise helpdesk staff in daily operations involving user access requests, account creation, termination, modifications, and permissions management for enterprise systems and applications.
• Manage and oversee the implementation and enforcement of user access controls and identity management processes in accordance with corporate and governmental policies, standards, and regulations (e.g., NIST, FISMA, HIPAA, etc.).
• Perform regular audits of user account and permission records to identify irregularities, ensure compliance, and support incident response activities.
• Serve as subject matter expert and escalation point for complex access management issues and resolutions related to authentication, authorization, and user provisioning.
• Coordinate with IT security and compliance teams to evaluate and update access control policies, workflows, and procedures in line with current technologies and best practices.
• Oversee the timely and secure onboarding and offboarding processes for personnel and contractors, ensuring strict adherence to data protection and confidentiality requirements.
• Maintain thorough documentation of access protocols, user management procedures, and change control activities to support audits and operational transparency.
• Provide advanced technical support and mentorship to helpdesk staff on access issues, troubleshooting, and customer support improvement initiatives.
• Monitor service desk ticket queues prioritizing access-related issues, and ensure timely resolution and reporting in alignment with service level agreements (SLAs).

Requirements

• Active To Secret/SCI Security Clearance with ability to obtain CI polygraph.
• 4 years demonstrated advanced experience with the M3, such as profile management or validating access to system Communities of Interest.
• Demonstrated experience instructing and conducting training for military audiences.
• Demonstrated experience with access management operations, such as PKI Trusted Agent activities or verifying security clearance information in JPAS or Scattered Castles or validating access using need-to-know applications (JEMS, NCTC, etc.).
• Minimum Skills: Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
• Exceptional verbal and written communication skills.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Ability to handle sensitive and confidential information appropriately
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.

Benefits

• Medical, Dental and Vision Insurance
• Wellness Program
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability options
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off