L2 - technical support lead/shift lead/supervisor

Lifting/Shifting 0 to 10 lbs 4 to 8 hours Lifting/Shifting 11 to 25 lbs 4 to 8 hours Lifting/Shifting 26 to 50 lbs Up to 3 hours Lifting/Shifting 51 to 75 lbs Up to 3 hours Pushing/Pulling 0 to 10 lbs 4 to 8 hours. Client is seeking experienced, customer-focused individuals to serve as Level 2 MFA Enrollment Cohort Leads for the same enterprise-wide Microsoft passkey and Windows Hello for Business (WHfB) initiative.

Our client, a Healthcare company, is looking for a L2 - technical support lead/shift lead/supervisor for their Newport Beach, CA location.
 
Responsibilities:

• Client is seeking experienced, customer-focused individuals to serve as Level 2 MFA Enrollment Cohort Leads for the same enterprise-wide Microsoft passkey and Windows Hello for Business (WHfB) initiative.
• Level 2 Specialists will serve as the assigned leader for a cohort of Level 1 Enrollment Support Specialists based on location, shift, or assigned area.
• This is a hands-on leadership role: Level 2 Specialists will perform enrollment support while coordinating daily execution, accountable for Level 1 staff performance/attendance, coaching Level 1 staff, managing frontline escalations, and helping keep enrollment activity on track.
• This is not an IAM or systems engineering role.
• Level 2 Specialists must, however, have sufficient technical judgment to distinguish standard enrollment or device-support issues from issues that require Level 3 Cyber Engineering support.
• Cohort Lead serve as the day today lead for an assigned cohort of Level 1 Enrollment Support Specialists based on hospital, clinic, geographic area, or shift.
• Coordinate daily assignments, coverage, enrollment stations, priorities, and workflow in alignment with the Cybersecurity Project Manager.
• Provide hand son, white glove support for Microsoft passkey and WHfB enrollment alongside Level 1 Specialists.
• Coach Level 1 Specialists on enrollment procedures, customer interactions, mobile device and WHfB support, Smartsheet documentation, and escalation processes.
• Serve as the first escalation point for issues that cannot be resolved through standard Level 1 procedures.
• Troubleshot common enrollment, mobile device, Windows workstation, passkey, and WHfB issues using approved procedures and knowledge resources.
• Determine whether an issue is a standard support issue, should be routed to another IT support team, or requires Level 3 Cyber Engineering.
• Escalate suspected authentication platform, policy, configuration, provisioning, identity, or other engineering related issues to Level 3 Cyber Engineering with complete supporting information.
• Collect relevant user, device, error, enrollment, and troubleshooting details before escalation to reduce handoffs and accelerate resolution.
• Monitor cohort enrollment activity and help ensure work is completed accurately, consistently, and on schedule.
• Maintain and help ensure accurate Smartsheet tracking of enrollment status, exceptions, escalations, assignments, and follow up activities.
• Identify recurring technical issues, resource constraints, user concerns, or process gaps and communicate them promptly to the Cybersecurity Project Manager.
• Adjust cohort coverage based on enrollment volume, clinical operations, employee availability, and changing project needs.
• Reinforce approved change management messaging and maintain a consistent white love experience across the assigned cohort.
• Provide timely updates to the Cybersecurity Project Manager regarding cohort progress, blockers, escalations, and support needs.

 
Requirements:

• Experience in customer service, helpdesk, technical support, field support, healthcare support, or another high touch user facing environment.
• Previous experience serving as a team lead, shift lead, floor lead, trainer, escalation resource, or similar leadership role.
• Strong leadership, communication, interpersonal, and customer service skills.
• Strong familiarity with iOS and Android smartphones and mobile device navigation.
• Comfortable supporting Windows workstations, mobile authentication, passkeys, WHfB, biometrics, PIN setup, device settings, QR codes, and browser workflows.
• Strong troubleshooting and situational judgment, including the ability to determine when Level 3 Cyber Engineering support is required.
• Ability to gather and document relevant technical information before escalating an issue.
• Strong organization, documentation, accountability, and follow through.
• Ability to coach Level 1 Specialists and provide direction during high volume or challenging situations.
• Flexible and comfortable shifting staff or priorities based on changing enrollment needs.
• Comfortable working in fast paced hospital and clinical environments.
• Preferred Qualifications
• Experience using Smartsheet or similar work management tools.
• Previous healthcare, physician, executive, or other high touch customer support experience.
• Experience supporting MFA, passkeys, WHfB, device enrollment, or largescale technology adoption initiatives.
• Familiarity with Microsoft authentication, Microsoft 365, Entra ID, or identity and access management concepts.
• Required Education:
• HS Diploma or GED.
• Languages:      
• English
• Read   
• Write   
• Speak
• Skills: Required
• Customer service
• Helpdesk
• Technical support
• Field support
• Healthcare support
• Additional
• Escalation management
• Leadership
• Communication
• Interpersonal skills
• Customer service skills
• Ios navigation
• Android navigation
• Windows workstation support
• Mobile authentication
• Passkeys
• Whfb
• Biometrics
• Pin setup
• Device settings
• QR codes
• Browser workflows
• Troubleshooting
• Situational judgment
• Technical documentation
• Organization
• Accountability
• Followthrough
• Coaching
• Flexible staffing
• Fastpaced hospital environments
• Smartsheet
• Physician support
• Executive support
• Mfa support
• Passkey support
• Whfb support
• Team leadership
• Shift leadership
• Floor leadership
• Training
• Minimum Degree Required: Completed High School (Diploma or GED)
• Reporting Structure
• This project based position reports directly to the Cybersecurity Project Manager or designated project leadership. Level 2 Specialists provide day to day coordination and leadership for their assigned Level 1 cohort and serve as the primary frontline escalation point. Advanced identity, authentication, policy, configuration, provisioning, or platform level issues are escalated to Level 3 Cyber Engineering.
• Additional Information
• Client will provide training on passkey and WHfB enrollment procedures, supported devices, Smartsheet tracking, leadership expectations, troubleshooting boundaries, approved communications, security requirements, and Level 3 Cyber Engineering escalation procedures.
• Physical Job Requirements:
• Bending/Stooping 3 to 6 hours Carrying 0 to 10 lbs 3 to 6 hours Carrying 11 to 25 lbs Up to 3 hours Carrying 26 to 50 lbs Never
• Carrying 51 to 75 lbs Never
• Climbing Up to 3 hours
• Fixed neck position Yes
• Hearing acuity required Yes
• Lifting/Shifting 0 to 10 lbs 4 to 8 hours Lifting/Shifting 11 to 25 lbs 4 to 8 hours Lifting/Shifting 26 to 50 lbs Up to 3 hours Lifting/Shifting 51 to 75 lbs Up to 3 hours Pushing/Pulling 0 to 10 lbs 4 to 8 hours
• Pushing/Pulling 11 to 25 lbs Up to 3 hours Pushing/Pulling 26 to 50 lbs Never Pushing/Pulling 51 to 75 lbs Never
• Reaching 4 to 8 hours
• Repetitive use of hands Yes
• Sitting 4 to 8 hours Squatting/Kneeling 4 to 8 hours Standing 4 to 8 hour

 
Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities