Identity & Access Management (IAM) Service Desk Technician

Employment Type: Full time, independent contractor

Work Model: Remote

Work Hours: US work hours (EDT)

Role Summary

We are seeking a highly analytical, security-minded Identity & Access Management (IAM) Service Desk Technician to join our international IT Operations team. In this role, you will support employees across multiple operating companies, ensuring new hires receive timely access to core systems while maintaining strict security and compliance standards throughout the employee lifecycle.

This is not a traditional customer support or help desk position. You will work primarily behind the scenes, focusing exclusively on operational execution: provisioning accounts, auditing security groups, managing permissions, and resolving a high volume of onboarding, modification, and termination tickets across multiple business units with minimal supervision.

Technology Environment

You will regularly configure and manage access within:

Microsoft 365 Administration & Exchange Online
Azure Active Directory / Entra ID
Multi-Tenant SaaS Administration Portals
Modern Service Desk / ITSM Ticketing Platforms
Automated User Provisioning and Access Governance Tools

Key Responsibilities

User Lifecycle Provisioning & Compliance

Onboarding & Access Setup: Process employee onboarding requests across Microsoft 365 and various SaaS platforms, creating user accounts and mapping appropriate security groups, licenses, and permissions.
Offboarding & Terminations: Execute complex employee offboarding and rapid termination requests, deactivating accounts instantly to preserve information security and maintain compliance.
Queue Management: Manage the dedicated Identity & Access Management ticket queues efficiently, ensuring data accuracy and compliance with established enterprise provisioning SOPs.

Operational Efficiency & Governance

SLA Adherence: Partner closely with Service Desk leadership to ensure technical SLA targets are continuously met or exceeded.
Documentation: Log and document completed access workflows, maintaining accurate system-of-record updates.
Process Optimization: Proactively identify opportunities to streamline or automate repetitive access processes, maintaining strict confidentiality regarding user credentials and corporate data.

Required Skills & Qualifications

Experience: 2+ years of progressive experience within a Service Desk, IT Support, Help Desk, or dedicated IAM environment.
Core Systems Literacy: Hands-on experience administering Microsoft 365 environments, Exchange Online, and Active Directory / Entra ID frameworks.
Lifecycle Workflows: Proven track record handling high-volume provisioning and deprovisioning workflows within structured ITSM ticketing systems.
The "Behind-the-Scenes" Mindset: Exceptional attention to detail, strong organizational habits, and the ability to follow documented processes while exercising independent technical judgment.
Communication: Highly articulate written and verbal English communication skills.
Infrastructure: A reliable, high-speed remote internet connection and a quiet, professional home office setup.

Preferred Qualifications

Prior experience supporting large, distributed user populations across rapidly scaling, international organizations.
Deep experience administering permissions within multiple disparate SaaS applications simultaneously.
Functional exposure to ITIL frameworks and IT service management best practices.
Direct experience supporting U.S.-based companies in a remote capacity.

Success Metrics (KPIs)

Ticket Velocity & Accuracy: Processing onboarding and offboarding requests efficiently with a near-zero configuration error rate.
SLA Performance: Consistently resolving time-sensitive access and termination requests within team guidelines.
Autonomy: Demonstrating strong critical thinking and problem-solving abilities, requiring minimal operational oversight post-onboarding.

Identity & Access Management (IAM) Service Desk Technician - 19796