• Responsible for installations, training and service of advanced X-ray systems at customer sites across China, South Korea, Japan and Taiwan • Part of an experienced global Service and Technical Support team • Work hands-on in the field, building strong relationships with customers and partners • Travel more than 150 days per year for on-site work • Carry out installations, maintenance, and technical training as needed • Handle remote support cases and manage RMA and warranty cases

• Responsible for the installation, support, troubleshooting, repair, and maintenance of all products • Ensure that all service agreements and warranty obligations are met • Provide technical support to end-users • Conduct training sessions • Troubleshoot, diagnose, and repair all products and associated equipment

Role Description Koniag IT Systems, LLC, a Koniag Government Services company, is seeking an experienced ICAM Service Desk Lead to join a team supporting Identity, Credential, and Access Management (ICAM) solutions for the customer. The ideal candidate is a technically proficient and operationally experienced leader with a strong background in managing multi-tiered IT support operations, deep knowledge of enterprise ICAM platforms, and a demonstrated ability to drive service excellence in a federal government environment. This individual will serve as the primary leader of the ICAM service desk function, overseeing Tier 2/3 support operations, managing team performance, and ensuring the delivery of high-quality, SLA-driven support for ICAM services operating on NIPRNet. Principal responsibilities will include but are not limited to: - Serve as the primary leader and point of accountability for ICAM Tier 2/3 service desk operations, overseeing day-to-day support activities, team performance, and the quality and timeliness of incident and service request resolution. - Lead, manage, and develop a team of ICAM Service Desk Tier 2/3 Analysts, providing day-to-day direction, technical guidance, performance feedback, and professional development opportunities to support team growth and operational effectiveness. - Establish, manage, and enforce Service Level Agreements (SLAs) for all tiers of ICAM support, including defined targets for Mean Time to Acknowledge (MTTA) and Mean Time to Repair (MTTR) aligned with government objectives, ensuring consistent achievement of or exceeding SLA commitments. - Serve as the primary escalation point for complex, high-priority, or high-impact ICAM incidents and service requests, providing expert technical guidance and driving rapid resolution in coordination with ICAM engineering teams, networking and cyber teams, and Tier 4 vendors. - Oversee and manage Tier 4 vendor escalations with Okta, SailPoint, and other ICAM technology vendors, ensuring timely vendor engagement, clear communication of issue severity and impact, and effective tracking of resolution progress. - Lead the integration of the ICAM service desk with the Service Desk for Tier 1 coordination, ensuring that appropriate resolver group assignments, access provisioning, and escalation procedures are established, documented, and maintained. - Own the strategic management, maintenance, and continuous expansion of the ICAM support knowledge base, overseeing the development and quality assurance of knowledge articles, troubleshooting guides, FAQs, and self-service resources to enable efficient issue resolution for users, application owners, and Tier 1 support personnel. - Own the maintenance and continuous improvement of the ICAM service and capability catalog, ensuring accurate and up-to-date documentation of all available ICAM services, including service descriptions, SLAs, request procedures, and planned capabilities. - Develop, implement, and continuously improve standard operating procedures (SOPs), runbooks, escalation procedures, and support playbooks to ensure consistent, high-quality, and efficient support delivery across all ICAM support tiers. - Establish and manage a robust SLA performance monitoring and reporting program, tracking MTTA, MTTR, incident volumes, resolution rates, customer satisfaction, and other key performance indicators (KPIs), and delivering regular performance reports and dashboards to program leadership and government stakeholders. - Lead root cause analysis and problem management activities for recurring, high-impact, or systemic ICAM incidents, coordinating with engineering teams to implement permanent fixes, preventive measures, and knowledge base updates. - Collaborate with ICAM platform engineers, architects, and security teams to ensure the service desk team maintains current technical knowledge of ICAM platforms, planned changes, and emerging support requirements. - Oversee change management participation for the service desk function, ensuring that proposed changes to ICAM systems are reviewed for support impact, that the team is prepared for change-related support demands, and that relevant knowledge base content is updated accordingly. - Develop and deliver regular operational briefings, status reports, and performance presentations to program leadership and government customers, providing transparent visibility into support operations, trends, and improvement initiatives. - Lead the development and delivery of technical training and onboarding programs for new service desk team members, ensuring consistent technical proficiency and service quality across the team. - Drive continuous improvement initiatives across ICAM support operations, identifying and implementing opportunities to enhance efficiency, automate repetitive tasks, improve user experience, and reduce incident volumes through proactive problem management and self-service enablement. - Support incident response activities related to ICAM systems, coordinating service desk contributions to the investigation, containment, and remediation of identity-related security events. - Participate in program governance activities, including contributing to program reviews, risk management discussions, and strategic planning sessions as the representative of the ICAM service desk function. Qualifications - Bachelor's degree in Computer Science, Information Technology, Cybersecurity, Business Administration, or a related field from an accredited college or university; equivalent work experience may be considered in lieu of a degree. - 6+ years of experience in IT service management, technical support, or IT operations, with at least 3 years of experience in a team lead, supervisor, or manager role within a multi-tiered IT support organization. - 3+ years of experience supporting or administering enterprise identity and access management systems, with hands-on familiarity with Okta and/or SailPoint platforms. - Demonstrated experience managing SLA-driven support operations in a federal government or Department of Defense (DoD) IT environment. Requirements - Exceptional communication and leadership skills in English – both written and oral. - Demonstrated experience leading and managing a technical support team. - Strong working knowledge of Okta platform capabilities and common support scenarios. - Strong working knowledge of SailPoint platform capabilities and common support scenarios. - Deep understanding of multi-tiered IT support models. - Demonstrated experience establishing, managing, and reporting on SLAs. - Experience managing IT Service Management (ITSM) processes. - Strong experience developing and maintaining knowledge base content. - Experience managing and maintaining IT service and capability catalogs. - Proven ability to lead root cause analysis and problem management activities. - Experience managing vendor escalations and coordinating with external technology vendors. - Strong analytical and reporting skills. - Knowledge of identity federation protocols and standards. - Familiarity with federal ICAM frameworks and identity management standards. Benefits - Competitive compensation. - Extraordinary benefits package including health, dental and vision insurance. - 401K with company matching. - Flexible spending accounts. - Paid holidays. - Three weeks paid time off. - And more. Company Description Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities.

• You will be responsible for the service, PPM and technical support of fire alarm systems. • Conducting servicing, PPM and technical support on fire alarm systems for our clients. • Service and maintain Fire Alarm Systems – Addressable and conventional. • You may be required, on occasion to provide cover in other areas and stay away.