What Customer Service Jobs are in Littleton?

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About GaggleAMP

GaggleAMP turns employees into powerful voices on social media. Our AI‑enabled tools make advocacy simple, measurable, and scalable.

About GaggleAMP

GaggleAMP turns employees into powerful voices on social media. Our AI‑enabled tools make advocacy simple, measurable, and scalable.

Why This Role Exists

We're growing fast and need a Customer Success Manager who treats their book of business like a mini startup. You'll own a revenue target, lead with insight, and help high-impact customers grow through smarter advocacy.

This is a quota-carrying role where success means driving adoption, delivering ROI, and expanding relationships.

Who You Are

• You own outcomes, not tickets
• You speak strategic CMO: ROI, CAC, media mix
• You turn dashboards into action plans
• You love growing accounts as much as protecting them.
  
  

What You'll Do

Retention & Growth

• Hit and exceed 110% Net Revenue Retention and Expansion ARR goals
• Flag at-risk accounts using HubSpot health scoring and run "Unrealized ROI" plays.
  
  

Insight & Enablement

• Lead strategic QBRs using AI-powered reporting and performance dashboards
• Build and scale structured success plans with repeatable playbooks
• Connect platform adoption to performance outcomes and budget efficiency using clear ROI storytelling.
  
  

Expansion & Advocacy

• Proactively identify and close upsell and cross-sell opportunities in collaboration with Sales
• Bring the Voice of the Customer to Product and Marketing to influence roadmap and messaging.
  
  

Reporting Structure

• Reports To: Manager of Customer Success
• Primary Metrics: Net Revenue Retention, Expansion ARR, NPS, Adoption Rate
  
  

Requirements

What You Bring

• 3+ years in Customer Success, Account Management, or RevOps for a SaaS marketing or martech company
• Proven track record of driving outcomes that lead to revenue
• Experience beating retention and expansion targets
• Confident in ROI conversations with CMOs, Marketing VPs, and RevOps leaders
• Hands-on with HubSpot (including Customer Success Workspace), ChatGPT or similar tools, and BI platforms like Metabase, Tableau, or Looker
• Understanding of paid media strategy and marketing budget planning
• Experience with marketing automation and social media platforms
• Strong process builder who documents, tests, and improves
• Analytical mindset with a bias for action
• Clear, confident communicator across calls, presentations, and written updates
• Bachelor's degree in Marketing, Business, Analytics, or related field
  
  

Bonus Points

• Experience with employee advocacy, social publishing, or influencer marketing
• Sales background or experience as a quota-carrying account manager
  
  

Benefits

Compensation & Benefits

• OTE: Starting at $90,000 (base + variable)
• Flexible PTO
• Remote‑first team
• Medical, dental, and vision
• 401(k) with company match
  
  

Our Values

We're a values-driven company. If ours resonate with you, we want to meet. Read our values →

Ready to Lead the Future of Employee Advocacy?

Apply now and help world-class brands grow through smarter advocacy, stronger adoption, and clear ROI.

GaggleAMP provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Seniority level

• Seniority level Not Applicable

Employment type

• Employment type Full-time

Job function

• Job function General Business
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at GaggleAMP by 2x

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ITS Customer Success Manager - Central US

Join to apply for the ITS Customer Success Manager - Central US role at Miovision

ITS Customer Success Manager - Central US

2 weeks ago Be among the first 25 applicants

Join to apply for the ITS Customer Success Manager - Central US role at Miovision

Get AI-powered advice on this job and more exclusive features.

Miovision is a global industry leading company providing agencies and organizations modern tools to improve today’s traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping organizations get more out of their road network. The result: streets capable of moving more people – safely and efficiently – whether they are in a car, on a bus, on a bike or e-scooter, or walking. Since 2005, our systems have counted or assisted more than thirty billion vehicles around the world. With global headquarters in Kitchener, Canada, as well as operations in Germany, Serbia and the United States. For more information, visit miovision.com .

Position Summar

yMiovision is looking for an ITS Customer Success Manager (CSM) to join our team. We love to meet our customer’s needs with every interaction. We’re passionate about meeting customer needs with every interaction, and our CSMs play a key role in making that happen. This team is responsible for proactively managing post-sales relationships, driving customer health and retention, supporting revenue growth, and championing a customer-first culture. If you’re energized by building meaningful partnerships and solving real problems, this role is for you

.
As a CSM, you’ll be at the forefront of new customer introductions, onboarding, and ensuring a great experience at every step. You’ll work closely with clients to help them achieve ROI, share industry best practices, and guide them in using Miovision’s solutions to their full potential. You’ll also collaborate cross-functionally to ensure our customers’ voices are heard and their goals are met. As a CSM, you'll become a product expert who can guide customers in developing and executing strategies that drive succes

s.
This is a remote-first role supporting customers across the Central US region (including North Dakota, Kansas, Wisconsin, Illinois, Michigan, Virginia, and North Carolina) and requires approximately 50% trav

el.
Key Accountabili

• tiesManage customer relationships from “new to renew”, including onboarding, adoption, retention, and expans
• ion.Document each individual customer journey and implementation process with accuracy and a focus on data integr
• ity.Build trusted relationships with customers including executive sponsors, key contacts, and end-us
• ers.Own a book of business and drive strong retention and growth partners and custom
• ers.Effectively advocate for our customers while collaborating cross-functionally to evolve, scale, and improve the customer experie
• nce.Develop a deep understanding of each customer’s key objectives and deliver strategic, consultative support to help achieve t
• hem.Identify challenges early and proactively create solutions, both for customers and internal te
• ams.Proactively monitor customer health, flag risks and opportunities, and manage escalations with urgency and c
• are.Partner with the product team to improve product documentation and customer enablement resour
• ces.Support customers and our distributor network with technical implementation of both Miovision hardware and softw
• are.Travel is required approximately 50% of the time across the United States and North Ame

rica
Skills/Qualifica

• tionsBachelor’s degree or equivalent experience in information technology, engineering, or business develop
• ment.5+ years of experience in technical account management, project management, installation, or configuration in a technical f
• ield.5+ years of experience supporting B2B customers in a technical ind
• ustryResults-oriented, with a focus on driving technical and commercial outcomes for both Miovision and the customers you su
• pportProven track record of owning customer relationships from “new to renew”, including onboarding, adoption, expansion, and re
• newalAbility to learn technical concepts and align product capabilities with customer n
• eeds.Empathetic and customer-focused, with a passion for understanding and solving customer chall
• engesDemonstrated leadership qualities, with the ability to be assertive, solve technical problems, build effective solutions,, and improve the processes and people around
• you.Excellent verbal and written communication s
• killsLocated in the Central US to support key partners and accounts in-re

gion.
Additional

• AssetsExperience in the Traffic and ITS in
• dustryExperience with networking a

nd IoT
Perks and Be

• day oneVariable Incenti
• ve Plan401(k) m
• atchingMio-Days: We extend all three-day weekends to four-days and provide a Holiday Shutdown in D
• ecemberInternet subsidy and a remote work al

Miovision is a global industry leading company providing agencies and organizations modern tools to improve today’s traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping organizations get more out of their road network. The result: streets capable of moving more people – safely and efficiently – whether they are in a car, on a bus, on a bike or e-scooter, or walking. Since 2005, our systems have counted or assisted more than thirty billion vehicles around the world. With global headquarters in Kitchener, Canada, as well as operations in Germany, Serbia and the United States. For more information, visit miovision.com .

Position Summar

yMiovision is looking for an ITS Customer Success Manager (CSM) to join our team. We love to meet our customer’s needs with every interaction. We’re passionate about meeting customer needs with every interaction, and our CSMs play a key role in making that happen. This team is responsible for proactively managing post-sales relationships, driving customer health and retention, supporting revenue growth, and championing a customer-first culture. If you’re energized by building meaningful partnerships and solving real problems, this role is for you

.
As a CSM, you’ll be at the forefront of new customer introductions, onboarding, and ensuring a great experience at every step. You’ll work closely with clients to help them achieve ROI, share industry best practices, and guide them in using Miovision’s solutions to their full potential. You’ll also collaborate cross-functionally to ensure our customers’ voices are heard and their goals are met. As a CSM, you'll become a product expert who can guide customers in developing and executing strategies that drive succes

s.
This is a remote-first role supporting customers across the Central US region (including North Dakota, Kansas, Wisconsin, Illinois, Michigan, Virginia, and North Carolina) and requires approximately 50% trav

el.
Key Accountabili

• tiesManage customer relationships from “new to renew”, including onboarding, adoption, retention, and expans
• ion.Document each individual customer journey and implementation process with accuracy and a focus on data integr
• ity.Build trusted relationships with customers including executive sponsors, key contacts, and end-us
• ers.Own a book of business and drive strong retention and growth partners and custom
• ers.Effectively advocate for our customers while collaborating cross-functionally to evolve, scale, and improve the customer experie
• nce.Develop a deep understanding of each customer’s key objectives and deliver strategic, consultative support to help achieve t
• hem.Identify challenges early and proactively create solutions, both for customers and internal te
• ams.Proactively monitor customer health, flag risks and opportunities, and manage escalations with urgency and c
• are.Partner with the product team to improve product documentation and customer enablement resour
• ces.Support customers and our distributor network with technical implementation of both Miovision hardware and softw
• are.Travel is required approximately 50% of the time across the United States and North Ame

rica
Skills/Qualifica

• tionsBachelor’s degree or equivalent experience in information technology, engineering, or business develop
• ment.5+ years of experience in technical account management, project management, installation, or configuration in a technical f
• ield.5+ years of experience supporting B2B customers in a technical ind
• ustryResults-oriented, with a focus on driving technical and commercial outcomes for both Miovision and the customers you su
• pportProven track record of owning customer relationships from “new to renew”, including onboarding, adoption, expansion, and re
• newalAbility to learn technical concepts and align product capabilities with customer n
• eeds.Empathetic and customer-focused, with a passion for understanding and solving customer chall
• engesDemonstrated leadership qualities, with the ability to be assertive, solve technical problems, build effective solutions,, and improve the processes and people around
• you.Excellent verbal and written communication s
• killsLocated in the Central US to support key partners and accounts in-re

gion.
Additional

• AssetsExperience in the Traffic and ITS in
• dustryExperience with networking a

nd IoT
Perks and Be

• nefits Comprehensive health benefits starting on
• day oneVariable Incenti
• ve Plan401(k) m
• atchingMio-Days: We extend all three-day weekends to four-days and provide a Holiday Shutdown in D
• ecemberInternet subsidy and a remote work al
• lowanceUnlimited vacation
• policyVirtual fitness

classesSeniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Customer Service, Project Management, and Business Development
• Industries Software Development

Referrals increase your chances of interviewing at Miovision by 2x

Inferred from the description for this job

401(k)

Medical insurance

Get notified when a new job is posted.

Sign in to set job alerts for “Customer Success Manager” roles. Customer Success Manager - Value Realization Senior Customer Success Manager - RethinkCare

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A leading legal technology firm is seeking a Customer Success Manager to drive client satisfaction in a remote setting. This role emphasizes building strong client relationships, improving customer success operations, and has potential for leadership growth. With a target salary range of $90,000-$105,000 and an opportunity for performance bonuses and profit-sharing, this position offers a collaborative culture and flexibility for experienced candidates.
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Customer Success Manager - Value Realization Overview

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 communities around the world. We're looking to further expand by increasing the number of customers that use our software and by developing and releasing new products to serve our customers.

Senior living is deeply under-penetrated with software, and ECP is one of the industry's largest and fastest-growing software companies. Our mission is to build world-class software that improves the quality of life for seniors and improves clinical, business, compliance, and operational performance for our customers.

We are looking for a Customer Success & Value Growth Specialist who will be the voice and main source of continuous value for our customers. You'll proactively engage users to maximize product adoption, identify growth opportunities, and forge strong customer relationships. On the reactive side, you'll manage billing concerns, process issues, churn indicators, and pricing questions—ultimately transforming them into opportunities to strengthen value. This role blends strategic outreach with nimble problem-solving, requiring both persuasion and empathy.

We're not looking for someone to just 'stop churn'—we're seeking a champion who aims to maximize lifetime value, nurture active partnerships, and shape how we deliver value at scale. This is a chance to build systems, influence cross-functional strategies, and see real impact on thousands of customer lives.

Our team is based in Milwaukee, but we are open to this position being fully remote.

Responsibilities

• Drive Customer Value: Schedule success check-ins and outreach campaigns to ensure customers fully leverage key modules—CRM, eMAR, EHR, Billing, Move-Ins. Partner with internal teams to ensure world-class experiences for our customers throughout their lifecycle
• Momentum Management: Catalyze usage during adoption dips—analyze data, diagnose friction, and coordinate solutions
• Serve as a product expert, guiding customers on best practices and helping them leverage ECP features to overcome challenges
• Issue Resolution: Respond swiftly to pricing queries, churn flags, and support escalations, turning challenges into constructive conversations
• Playbook Development: Build and evolve outreach sequences, adoption frameworks, negotiation scripts, objection-handling guides, and retention flows
• Ensure that all customers derive maximum value from their investment with ECP, leveraging success plans to demonstrate ROI
• Strategically guide clients on how our tools and partnership can impact their business to secure their top initiatives
• Customer Advocacy: Collect feedback, spotlight success stories, and facilitate case studies to amplify customer voice
• Take client satisfaction to the next level by acting as your clients' internal advocate
• Be an exceptional communicator not only towards the customer, but internally too, to appropriately manage customer concerns and needs

Qualifications

• Experience in SaaS Success/Inside Sales: 2-5 years in roles like CSM, SDR, retention, or customer growth—especially in high-volume outreach environments
• Proactive mindset: Comfortable cold outreach—calls, emails, demos—with a track record of converting conversations into outcomes
• Analytical edge: Familiarity with CRM/reporting tools—Salesforce, Gainsight, HubSpot, or Excel/SQL—to monitor patterns and derive insights; strong at asking good questions, active listening, and navigating sensitive discussions (billing, churn, pricing)
• Independent & structured: A self-starter who thrives in building processes and working without micromanagement
• Belief in cross-functional teamwork with Sales, Product, Support, and Marketing to drive customer success
• Bonus: Hands-on with SaaS onboarding, value realization, retention campaigns, or renewals management. Bachelor's degree required
• Solution-oriented attitude, attention to detail, resourcefulness, and a strong ability to multitask
• Superior internal/external customer service and strong collaboration skills
• Early adopter of tools to streamline workflows
• Ability to craft written and visual materials in alignment with company brand guidelines and tone
• Proven problem-solving abilities and a solutions-oriented mindset
• Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• IT Services and IT Consulting

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The Customer Success Manager - Legal Technology will play a pivotal role in ensuring client satisfaction and driving customer success for the legal tech industry. This position is remote and requires a professional with a passion for building strong client relationships and fostering long-term partnerships.

Our client is a venture-backed legal technology company focused on improving how litigation teams produce high-quality legal documents. Established in the early 2020s, the company has built a software platform that removes repetitive, manual drafting work from the litigation process, enabling attorneys to work more efficiently and consistently. With a lean, high-caliber team and leadership that blends deep legal expertise with strong technical backgrounds, the company has seen steady year-over-year growth and increasing adoption among law firms. As client demand continues to scale, the organization is investing in its Customer Success function to ensure an exceptional client experience from onboarding through long-term engagement.

Description

This role will serve as the primary owner of customer success and support operations, balancing daily client needs with proactive improvements to processes, workflows, and retention strategy. The Customer Success Manager will work closely with leadership to ensure customers are successful, supported, and continuously realizing value from the platform. This is a highly visible role with clear potential to evolve into a leadership position, including building and managing a small customer success team as the company grows.

Key Responsibilities

• Customer Ownership: Serve as the main point of contact for clients, managing day-to-day inquiries and support needs while maintaining a high standard of service.
• Proactive Support: Shift customer success from reactive issue resolution to proactive problem prevention through thoughtful solutions and improved workflows.
• Onboarding & Adoption: Guide new customers through onboarding, training, and early usage to ensure a smooth and successful launch.
• Process Improvement: Analyze client feedback and support data to recommend and implement enhancements to customer success operations.
• Issue Resolution: Handle a manageable volume of daily requests (approximately 4-5 per day), ensuring timely and effective resolution.
• Client Experience: Continuously improve customer satisfaction, engagement, and retention through thoughtful communication and follow-up.
• Future Leadership: Support the foundation of scalable customer success practices with the opportunity to lead and mentor others over time.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans, and all other qualified applicants.

Profile

This role is ideal for someone who enjoys working closely with customers, thrives in a self-directed environment, and wants to help build a customer success function from the ground up.

Experience & Background

• 3+ years of experience in Customer Success, Client Support, or Customer Service within a SaaS or technology-driven organization
• Experience supporting professional services clients; legal or LegalTech exposure is helpful but not required
• Comfortable working with attorneys and senior-level professionals
• Proven ability to operate independently in a remote setting
• Experience in B2B SaaS customer support or success environments strongly preferred

Skills & Attributes

• Strong communication and problem-solving skills
• Process-oriented mindset with a focus on continuous improvement
• Technically curious and comfortable navigating software platforms
• Organized, proactive, and self-motivated
• Collaborative and adaptable in a fast-growing startup environment

Job Offer

• Base Salary: Target range of $90,000-$105,000 (flexibility for highly experienced candidates)
• Incentives: Opportunity for performance-based bonuses
• Long-Term Upside: Potential for profit-sharing as the company scales
• Work Model: Fully remote with flexible expectations
• Culture: Small, collaborative team with direct access to leadership

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About LogRocket

Founded in 2016, LogRocket's goal is to make every experience on the web as perfect as possible. We're solving a huge challenge for product managers and developers – understanding the user experience. LogRocket is the first system that gives these teams complete visibility into their customer's experience using their web apps – through pixel‑perfect replays of user sessions and clear insight into logs, errors, and network activity. We've already attracted an elite roster of over 3,000 customers including ClassPass, Capital One, Cisco, and Rippling, just to name a few. Our focus is on building software with care and craftsmanship and our engineering blog posts offer a taste of that.

Backed by top investors such as Matrix Partners, Battery Ventures, and Delta‑V Capital, we've raised $55M in funding, and we're eager to bring talented people onboard to support our growth. We're on a mission to improve society's experience with software and that's where you come in.

Qualifications

• 1-2+ years experience in product management and/or data analytics role
• Experience with customer support, technical customer support, or solution engineering desired
• Experience in building and/or supporting customer retention, churn, and upsells
• Ability to work with key champions, build relationships and uncover potential areas of expansion
• Self-learner and self-starter, able to become a product expert and customer advocate
• Strong organizational skills and detail-oriented skills needed
• Excellent written and verbal skills (you will be leading calls with Executives and other key stakeholders)
• Demonstrated ability to communicate both technical and business concepts
• Drive long-term customer adoption through scalable onboarding with multiple departments and use cases
• Proven track record of managing successful cross-functional programs that drive customer success
• Ability to work cross-departmentally with internal teams such as sales, product, and support
• Technology industry experience preferred
• Love for start‑ups is a must!

Responsibilities

• Customer Success Managers own the relationship, adoption and success for a book of customers, from onboarding through to renewal
• Consult with customers to understand their business, product, and application goals and confirm value delivery/ROI
• You’ll help define strategy to deliver maximum value through the LogRocket platform and partnership
• You’ll be responsible for successfully onboarding new customers focused on their time to value for their priorities, projects and use cases
• The CSM is responsible for being multi-threaded across teams and executives, executed through regular emails, informal weekly calls, monthly health-checks, QBRs & Executive Business Reviews
• The CSM proactively monitors and takes action to ensure broad team feature usage, positive health scores, and demonstrated value, to achieve high retention rates, and strong customer revenue growth
• CSMs keep account plans to white-space and uncover upsell opportunities in their accounts. For assigned customers, CSM also collaborate with LogRocket Account Managers to extend the use of LogRocket to new teams and applications to increase ARR.
• CSMs are the bridge and liaison between customer, product and support to ensure customer tickets and feature requests are managed, communicated, and closed out appropriately
• You’ll be responsible for proactively managing retention and upsell pipeline and forecasts to exceed quarterly goals, keeping internal CRM platforms up to date

Benefits & Perks

• Extensive health, dental, vision benefits, 401k and commuter benefits
• Open vacation policy – we all work hard and take time for ourselves when we need it, no strings attached
• Three months of fully-paid parental leave to any employee welcoming a child into their home
• Generous stock options – we all get to own a piece of what we’re building
• Regular team outings and activities (from boat rides to paintball, we’ll try anything!)
• Flexible working hours and location
• Monthly employee gifts
• For those in the office, catered lunches throughout the week and a fully stocked kitchen with all your favorite snacks (healthy & non-healthy)

$105,000 – $175,000 a year

This range is intended to provide a guideline for our typical compensation and may be modified based on location or experience of our finalist candidate.

Even if you don’t meet all of the listed requirements, we still encourage you to apply. We believe learning is a vital component of success in any role here at LogRocket, and we’re happy to chat with folks from non-traditional backgrounds for our open roles.

LogRocket is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

LogRocket will consider sponsoring visas for applicants in the US that need work authorization.

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A technology startup is seeking a Customer Success Manager to own customer relationships and ensure success from onboarding to renewal. You will define strategies that maximize value for customers using the LogRocket platform and actively manage retention and upsell opportunities. This role requires excellent communication, a strong collaborative spirit, and a passion for start-ups. Competitive compensation ranges from $105K to $175K annually depending on experience.
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Koniag IT Systems, LLC, a Koniag Government Services company **,** is seeking a Service Desk Analyst with a Secret Security clearance to support KITS and our government customer. The position is remote.
We offer competitive compensation and an 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.
Koniag IT Systems, LLC, a Koniag Government Services company, is seeking an experienced ICAM Service Desk Tier 2/3 Analyst to join a team supporting Identity, Credential, and Access Management (ICAM) solutions for our customer. The ideal candidate is a technically proficient and customer-focused professional with strong experience providing advanced technical support for enterprise ICAM services, managing service knowledge bases, and coordinating across multi-tiered support organizations in a federal government environment. This individual will play a critical role in delivering high-quality, SLA-driven support for ICAM services operating on NIPRNet, ensuring rapid and effective resolution of identity and access management issues for users and application owners across the enterprise.
The ICAM Service Desk Tier 2/3 Analyst will provide advanced technical support for ICAM services, serving as a primary escalation point for complex identity and access management incidents, service requests, and problems that require in-depth technical expertise beyond Tier 1 resolution. This individual will work in close coordination with networking and cyber teams, the Service Desk, ICAM platform engineers, and Tier 4 technology vendors such as Okta and SailPoint to ensure timely and effective resolution of ICAM-related issues. The Tier 2/3 Analyst will also play an active role in knowledge management, service catalog maintenance, and SLA performance tracking to support continuous improvement of ICAM support operations.
**Principal responsibilities will include but are not limited to:**
+ Provide Tier 2 and Tier 3 advanced technical support to users, application owners, and administrators experiencing issues with ICAM services, including authentication failures, SSO errors, provisioning and deprovisioning issues, access control problems, MFA challenges, and identity lifecycle management anomalies.
+ Investigate, diagnose, and resolve complex ICAM incidents and service requests escalated from Tier 1 support, leveraging deep technical knowledge of Okta, SailPoint, and related identity infrastructure components.
+ Coordinate with networking and cyber teams to troubleshoot and resolve ICAM issues that involve network connectivity, DNS, firewall policies, PKI/certificate management, and Active Directory integrations.
+ Coordinate Tier 4 support activities with ICAM solution technology vendors, including Okta and SailPoint, managing vendor escalations, tracking resolution progress, and ensuring timely closure of vendor-supported issues.
+ Integrate with the client Service Desk for Tier 1 coordination, ensuring that appropriate contractor personnel are assigned to the correct resolver groups with the necessary access and permissions to perform support functions.
+ Establish, document, and adhere to Service Level Agreements (SLAs) for incident response and resolution, including defined metrics for Mean Time to Acknowledge (MTTA) and Mean Time to Repair (MTTR) aligned with government objectives.
+ Monitor, track, and report on SLA performance metrics, ensuring that Tier 2/3 support activities consistently meet or exceed established SLA targets and proactively identifying trends or systemic issues that may impact SLA compliance.
+ Actively manage, maintain, and expand the ICAM support knowledge base, creating, reviewing, and updating knowledge articles, troubleshooting guides, FAQs, and self-service resources to enable efficient issue resolution for users and application owners.
+ Maintain and update the ICAM service and capability catalog to accurately reflect all available ICAM services, both current and planned, including service descriptions, service level agreements, request procedures, and points of contact.
+ Develop and maintain standard operating procedures (SOPs), runbooks, and escalation procedures for common and complex ICAM support scenarios to ensure consistent, high-quality support delivery.
+ Perform root cause analysis on recurring or high-impact ICAM incidents, documenting findings and working with ICAM engineering teams to implement permanent fixes and preventive measures.
+ Monitor ICAM platform health and system alerts, proactively identifying and addressing potential issues within Okta, SailPoint, and related identity infrastructure before they impact end users.
+ Support the onboarding of new applications and identity sources to ICAM platforms, assisting application owners with integration questions, troubleshooting onboarding issues, and coordinating with integration engineering teams as needed.
+ Participate in change management processes, assessing the potential support impact of proposed changes to ICAM systems and contributing to change review and approval activities.
+ Generate and distribute regular support performance reports and dashboards to program leadership and government stakeholders, providing visibility into incident volumes, SLA performance, trending issues, and knowledge base utilization.
+ Support incident response activities related to ICAM systems, contributing to the investigation, containment, and remediation of identity-related security events.
+ Provide technical guidance and training to Tier 1 support personnel, expanding their knowledge of ICAM services and enabling more effective first-contact resolution.
**Education and Experience:**
**Required:**
+ Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field from an accredited college or university; equivalent work experience may be considered in lieu of a degree.
+ 4+ years of experience providing technical support or system administration in an enterprise IT environment, with at least 2 years of experience supporting identity and access management systems or services.
+ Demonstrated experience providing Tier 2 or Tier 3 technical support in a large-scale, multi-tiered IT support organization.
+ Experience working in a federal government or Department of Defense (DoD) IT environment.
**Clearance Requirement:**
+ Active Secret Clearance required
**Required Skills and Competencies:**
+ Exceptional communication skills in English - both written and oral - with the ability to communicate complex technical issues clearly and professionally to end users, application owners, technical peers, and government stakeholders at all levels.
+ Hands-on experience supporting and troubleshooting Okta platform issues, including SSO failures, MFA enrollment and authentication problems, Lifecycle Management errors, application integration issues, and Okta Workflow failures.
+ Hands-on experience supporting and troubleshooting SailPoint platform issues, including provisioning and deprovisioning failures, access certification problems, connector errors, and identity lifecycle management anomalies.
+ Strong understanding of identity federation protocols and standards, including SAML 2.0, OAuth 2.0, OpenID Connect (OIDC), and LDAP, and the ability to diagnose and resolve protocol-level integration issues.
+ Experience working within a tiered IT support model, including coordination with Tier 1 service desk teams, Tier 3/4 engineering teams, and external technology vendors.
+ Demonstrated experience developing and maintaining knowledge base articles, troubleshooting guides, SOPs, and runbooks in support of IT service management operations.
+ Experience with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent tools for incident management, service request fulfillment, and knowledge management.
+ Familiarity with SLA management concepts and experience tracking and reporting on MTTA, MTTR, and other service performance metrics.
+ Experience maintaining service catalogs, including documenting service descriptions, request procedures, and SLA commitments for IT services.
+ Strong analytical and problem-solving skills, with the ability to perform root cause analysis on complex, multi-system ICAM issues.
+ Knowledge of Active Directory (AD), Azure Active Directory (AAD/Entra ID), and LDAP directory services and their role in enterprise ICAM environments.
+ Familiarity with PKI, digital certificates, and smart card/PIV/CAC authentication and their integration with ICAM platforms in a federal environment.
+ Ability to monitor system health dashboards, review logs, and analyze audit trails within Okta, SailPoint, and related identity infrastructure.
+ Strong customer service orientation with the ability to manage user expectations, communicate issue status clearly, and deliver a positive support experience under pressure.
+ Active Secret Clearance.
**Desired Skills and Competencies:**
+ Experience providing ICAM support in a Department of the Air Force (DAF), Department of Defense (DoD), or other federal agency environment.
+ Experience supporting NIPRNet operations and familiarity with DoD network security requirements and constraints.
+ Okta Certified Administrator or Okta Certified Professional certification.
+ SailPoint Certified Administrator or equivalent SailPoint certification.
+ ITIL Foundation certification or equivalent IT service management certification, with familiarity with ITIL incident, problem, and knowledge management processes.
+ Experience coordinating vendor escalations and managing Tier 4 support relationships with enterprise software vendors.
+ Knowledge of Zero Trust Architecture principles and their application to ICAM services and support operations.
+ Familiarity with federal ICAM frameworks and identity management standards, including FICAM, NIST SP 800-63, and relevant DoD identity management policies and directives.
+ Experience supporting MFA implementations, including hardware tokens, mobile authenticators, and PIV/CAC-based authentication in a federal environment.
+ CompTIA Security+ or equivalent DoD 8570/8140 compliant cybersecurity certification.
+ Experience with security monitoring and SIEM platforms for detecting and investigating identity-related security events.
+ Familiarity with continuous monitoring tools and their application to proactive ICAM platform health management.
+ Experience developing and delivering training materials and technical guidance for Tier 1 support personnel and end users.
+ Knowledge of cloud-hosted ICAM platform operations, including FedRAMP-authorized deployments on AWS GovCloud or Azure Government.
**Our Equal Employment Opportunity Policy**
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at or by calling to request accommodations.
_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. For more information, please visit_ _ _._
**_Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352_**
**Job Details**
**Job Family** Client Techncial Support and Training
**Job Function** Technical IT Support Specialist
**Pay Type** Salary