Responsibilities
- Oversee global authentication support functions, resolving user access problems tied to identity and access management, security protocols, and cloud-based authentication systems.
- Establish and uphold service level agreements covering response times, ticket resolution timelines, and escalation processes.
- Orchestrate help desk operations using IT service management tools like ServiceNow or JIRA to ensure organized ticket handling and reporting.
- Deliver technical assistance for Common Access Card (CAC) authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access policy enforcement.
- Produce and submit the Help Desk Performance & Support Metrics Report, including data on ticket closure rates, support trends, and compliance with SLAs.
