This is a Fully Remote Job About Our Client: The organization operates within the federal Identity, Credential, and Access Management (ICAM) sector, addressing critical challenges related to identity and access issues for government stakeholders. It supports secure and efficient access management across platforms such as SailPoint, Microsoft Entra ID, and GitHub, ensuring compliance and operational integrity within a regulated environment. About the Opportunity: The IAM OPERATIONAL SUPPORT specialist role provides Tier 2 and Tier 3 customer-facing support for escalated identity and access management issues on a federal ICAM contract. This position is responsible for resolving complex access problems, coordinating with multiple teams to implement lasting solutions, and maintaining clear communication with both technical and non-technical stakeholders. The role is central to ensuring secure and accurate identity lifecycle management, directly impacting the program’s operational effectiveness and security compliance. Responsibilities: Serve as the main contact for escalated Tier 2 and Tier 3 identity, credential, and access issues. Resolve provisioning, deprovisioning, and entitlement problems within SailPoint. Troubleshoot authentication, single sign-on, conditional access, and federation issues in Microsoft Entra ID. Document all customer interactions and resolutions in ServiceNow for SLA and audit purposes. Conduct root cause analysis and coordinate permanent fixes with engineering and security teams. Escalate systemic issues, policy gaps, or security concerns to leadership with clear documentation. Support identity lifecycle events like onboarding, transfers, role changes, and offboarding. Maintain knowledge base articles, runbooks, and standard operating procedures. Communicate proactively with end users and government customers until resolution. Participate in change management activities affecting user access. Support metrics reporting for ticket volume, resolution time, and SLA compliance. Requirements: 3-5 years in operational support or service desk roles within ICAM or IT security, including Tier 2/Tier 3 ticket handling. Experience with Microsoft Entra ID, including user/group management, conditional access, MFA, and SSO/federation troubleshooting. Proficiency with ticketing/ITSM systems such as ServiceNow. Strong customer service skills with clear communication to technical and non-technical users. Ability to obtain and maintain a federal government security clearance or suitability determination (Public Trust). U.S. citizenship. Preferred Qualifications: Experience supporting federal government ICAM programs or FISMA-regulated environments. Familiarity with identity governance frameworks like NIST SP 800-63, FICAM, or Zero Trust principles. Scripting or automation skills (PowerShell, Python). Pay Range and Compensation Package: The salary range for this role is $90,000 - $115,000. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.