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.
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