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