ICAM Help Desk Lead/Manager

 

We are seeking a dynamic and experienced ICAM Help Desk Lead/Manager to oversee help desk operations in support of a mission-critical federal IT program. This role requires strong leadership skills, technical expertise, and a customer-focused approach to ensure prompt, effective support for end users in a high-availability, enterprise environment.

 

The Technical Security Help Desk Manager leads a technical support team providing support for the enterprise strategy, design, and operation of systems governing user digital identities and access permissions. The Manager leads teams implementing ICAM, SSO, MFA, and PAM, while ensuring compliance with security policies (e.g., RBAC, Zero Trust) to protect corporate resources, applications, and data. 

 

Key Responsibilities:

 

• Strategy & Leadership: Work with other Security leaders to define, implement, and manage the enterprise IAM roadmap, including modernizing legacy systems to Zero Trust principles.
• Technical Governance: Oversee the technical operational Help Desk support for IAM tools (SSO, MFA, Privileged Access Management, IGA), ensuring secure configuration of Active Directory, Azure AD, AWS, and SaaS applications.
• Access Control: Provides technical support for defined and enforced role-based access control (RBAC) and policy-based access control (PBAC) models.
• Operational Management: Provides support for the lifecycle management process (provisioning/deprovisioning) and handle access-related incident investigation and remediation.
• Compliance & Audits: Supports regular access reviews and entitlement audits to ensure compliance with regulatory standards (e.g., HIPAA, GDPR).
• Team Management: Provide leadership, mentorship, and performance management to Technical Help Desk staff, IAM engineers and other technical staff. 

Required Qualifications: 

 

• 10 years of experience, may have supervisory or lead experience
• 7+ years of experience in IT support, with at least 3 years in a leadership or management role overseeing a desk team.
• Extensive experience in IT security, with specialized experience in IAM/ICAM and Security solutions and team management.
• Strong knowledge of Active Directory, Azure AD, OAuth, SAML, IAM governance tools, and cloud infrastructure security (AWS/Azure).
• Deep understanding of regulatory, audit, and security frameworks.
• Strong project management, analytical, and communication skills to collaborate with IT teams.
• Experience supporting a large-scale, high-availability IT environment integrated with mission-critical business systems.
• Proven ability to manage end-user support operations, including request intake, triage, and incident response.
• Strong understanding of help desk systems, call logging software, and performance tracking.
• Expertise in documentation, customer service, conflict resolution, and team training.
• Ability to communicate clearly and effectively in both verbal and written formats.
• Up-to-date knowledge of modern IT trends, tools, and technologies related to end-user support.
• Must possess or be able to obtain and maintain a Public Trust security clearance.
• Must be a US Citizen

Preferred Qualifications:

 

• Bachelor’s degree in Computer Science, IT, or related field is a plus
• Certifications like CISSP or CIAM are highly desirable Familiarity with ITIL processes and service desk frameworks.
• Previous involvement in implementing process improvements or help desk modernization initiatives. 

 

 

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

$104,000 - $166,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.