IT IAM Supervisor

Job Summary:

The IT Identity and Access Management (IAM) Lead provides technical expertise and hands-on guidance and leadership to team members on the operations, maintenance, and support of end user identities, applications, and endpoints.  This entry-level management role is the primary point of contact for escalated incidents and requests and entails managing personnel, schedules, conflicts and issues, engagement, and performance. Ensures adherence to company policies, SOX ITGC controls, and other legal and regulatory requirements as needed by the business.

Job Expectations: 

• Lead the design, implementation, and maintenance of IAM systems

• Manage access control processes, including user provisioning and deprovisioning 

• Collaborate with cross-functional teams to identify and address IAM needs

• Build a positive rapport with key stakeholders and team members; deliver on commitments.

• Conduct regular audits and assessments to identify and mitigate risks

• Produce weekly metric reports and proactively address negative trends.

• Provide relevant context and emphasize a sense of urgency, teamwork, and collaboration toward common goals.

• Identify skill set gaps and provide the “right” tools and “timely” training for the job.

• Guide, mentor, nurture, retain, and manage the growth and development of all team members. 

• Set clear expectations and hold team members accountable by conducting regular 1:1 meetings and providing timely and specific feedback.

• Coach, mentor, and motivate team members to be their best self.

• Monitor ITSM queue; prioritize, quarterback or delegate as needed; adhere to published SLAs and improve CSAT scores.

• Coordinate, lead, monitor, and report on progress to resolve complex problems or end-user escalation incidents, issues, and troubleshooting efforts.

• Monitor the effective use and performance of hardware and software standards; evaluate, test, and recommend improvements to standards.

• Create and maintain technical SOPs and standards documentation for all relevant technology services; ensure repeatability of expected results; educate and enforce SOPs and standards.

• Remediate system and software vulnerabilities and escalate cybersecurity threats according to published SLA according to published SLA

• Perform change management for systems using a defined SDLC adhering to SOX or other regulatory and compliance requirements.

• Align on-call schedules and participate in on-call rotation as needed.

• Stay current with emerging trends and technologies in IAM

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Job Requirements:

• A high level of integrity, earning the respect and trust of his/her peer group and employees.

• Knowledge of process for evaluation and selection of products, tools, services and infrastructure components in line with organization’s business needs and standards.

• Knowledge in project planning, resource allocation, and budgeting.

• Demonstrated ability in technical configuration, process, and change documentation.

• Strong interpersonal, written, and oral communication.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute multiple projects and tasks in a high-pressure environment.

• Skilled at working within a dynamic, team-oriented, collaborative environment.

• Adept at reading, writing, and interpreting technical documentation and procedure manuals.

• Ability to present ideas and solutions in user-friendly language.

Experience Requirements:

• 5-8+ years combined experience as an individual contributor in IT support or administration.

• 2+ years of relevant experience in IAM environments.

Education Requirements:

Bachelor’s degree in Computer Information Systems or Associate’s degree and equivalent experience.

Judgment/Reasoning Ability:  Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy. Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

Physical Demands: The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms.  Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. The Team Member may occasionally lift or move office products and supplies up to 25 pounds. Proper lifting techniques required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: The noise in the work environment is usually moderate for those working onsite. Other factors are:

• Hectic, fast-paced with multi-level distractions

• Professional, yet casual work environment

• Office / Warehouse environment

• Ability to work extended hours as required

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