L2 - MFA Enrollment Cohort Lead

Duties:
Job Summary:
Cohort Lead serve as the daytoday lead for an assigned cohort of Level 1 Enrollment Support Specialists based on hospital, clinic, geographic area, or shift.

Job Responsibilities:
Coordinate daily assignments, coverage, enrollment stations, priorities, and workflow in alignment with the Cybersecurity Project Manager.
Provide handson, whiteglove support for Microsoft passkey and WHfB enrollment alongside Level 1 Specialists.
Coach Level 1 Specialists on enrollment procedures, customer interactions, mobiledevice 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, mobiledevice, 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 engineeringrelated 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 followup 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 changemanagement messaging and maintain a consistent whiteglove experience across the assigned cohort.
Provide timely updates to the Cybersecurity Project Manager regarding cohort progress, blockers, escalations, and support needs.

Skills:
Required Skills & Experience:
Experience in customer service, helpdesk, technical support, field support, healthcare support, or another hightouch userfacing environment.
Previous experience serving as a team lead, shift lead, floor lead, trainer, escalation resource, or similar leadership role.
Strong leadership, communication, interpersonal, and customerservice skills.
Strong familiarity with iOS and Android smartphones and mobiledevice 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 followthrough.
Ability to coach Level 1 Specialists and provide direction during highvolume or challenging situations.
Flexible and comfortable shifting staff or priorities based on changing enrollment needs.
Comfortable working in fastpaced hospital and clinical environments.
Ability to work flexible schedules, including days, evenings, nights, and weekends.Preferred Qualifications
Experience using Smartsheet or similar workmanagement tools.
Previous healthcare, physician, executive, or other hightouch 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.

Preferred Skills & Experience:
N/A

Education:
Required Education:
HS Diploma or GED.

Preferred Education:
N/A

Required Certifications& Licensure:
N/A

Preferred Certifications & Licensure:
N/A

Languages:
English Read Write Speak