Identity and Access Management Team Lead

The IAM Team Lead is responsible for leading daily Identity and Access Management operations for customer environments supported by Arraya.

This role ensures IAM requests are processed accurately on time and in alignment with customer policies compliance requirements and established operational procedures.

The IAM Team Lead provides oversight for:

• Provisioning
  
• Deprovisioning
  
• Access modifications
  
• Access reviews
  
• Escalations
  
• Audit support
  
• Documentation quality
  
• Team performance
  

This role requires strong IAM operations experience a solid understanding of SOX ISO GRC controls role-based access and the ability to lead a dedicated IAM team supporting 18 hours 5 days a week coverage model.

Supervisory Responsibilities

• Directly manage IAM Analysts and oversee daily IAM operations.
  
• Conduct regular one-on-one meetings with IAM Analysts.
  
• Review workload performance and operational challenges.
  
• Approve time off and manage staffing coverage schedules.
  
• Oversee onboarding and knowledge transfer activities.
  
• Provide coaching feedback and professional development guidance.
  
• Facilitate cross training and role development initiatives.
  
• Promote accountability compliance and process adherence.
  
• Support hiring and interview activities for IAM resources.
  
• Escalate staffing performance and operational concerns appropriately.
  

Responsibilities

• Manage and monitor daily IAM operations and ticket queues.
  
• Ensure provisioning requests are completed accurately and on time.
  
• Ensure deprovisioning requests follow customer compliance requirements.
  
• Oversee access modification requests across supported applications.
  
• Review and resolve IAM escalations impacting user access.
  
• Support access reviews and compliance validation activities.
  
• Support SOX and ISO audit walkthroughs and evidence requests.
  
• Ensure terminated users are disabled within policy requirements.
  
• Coordinate activities with customer stakeholders and support teams.
  
• Review IAM tickets for quality approvals and documentation.
  
• Maintain IAM SOPs knowledge articles and process documentation.
  
• Track ticket volume SLA performance and operational metrics.
  
• Identify process gaps and recommend service improvements.
  
• Support governance operational and compliance review meetings.
  
• Ensure adherence to customer access control policies.
  
• Validate IAM processes align with GRC requirements.
  
• Communicate operational risks and service concerns proactively.
  
• Support transition activities and knowledge transfer efforts.
  

Requirements

Expectations

• Meet or exceed IAM service delivery objectives.
  
• Ensure SLA compliance across all IAM work activities.
  
• Maintain audit readiness for SOX and ISO assessments.
  
• Drive high quality standards for ticket documentation.
  
• Resolve escalations promptly and effectively.
  
• Maintain consistent adherence to customer policies.
  
• Ensure operational coverage requirements are achieved.
  
• Deliver accurate operational and compliance reporting.
  
• Maintain up-to-date process and knowledge documentation.
  
• Foster team accountability and continuous improvement.
  
• Promote a customer-focused and security-first mindset.
  
• Support effective communication across all stakeholders.
  
• Model professionalism integrity and sound judgment.
  

Preferred Qualifications and Experience

• 5 years of Identity and Access Management experience.
  
• 2 years in a lead or supervisory role.
  
• Experience managing IAM operational workflows.
  
• Strong understanding of role-based access control.
  
• Experience supporting SOX compliance requirements.
  
• Experience supporting ISO compliance programs.
  
• Experience performing access review activities.
  
• Familiarity with audit evidence collection processes.
  
• Experience working within ITSM ticketing platforms.
  
• Strong understanding of service levels and KPIs.
  
• Experience managing operational escalations.
  
• Strong written and verbal communication skills.
  
• Experience supporting customer-facing operations.
  
• Familiarity with Active Directory and Entra ID.
  
• ITIL Foundation certification preferred.
  

Education

• Associate or bachelors degree in Information Technology or related field preferred.
  
• Equivalent IAM security or service management experience will be considered.
  
• Additional IAM Microsoft security or compliance certifications are a plus.
  

Position Type and Expected Hours of Work

• Full-Time
  
• Remote
  
• 40 hours per week
  
• Monday through Friday with the ability to support after hour escalations if needed.
  
• Ability to adjust schedule to support evening meetings.
  
• Support of an 18x5 coverage model as required.
  
• Schedule flexibility for customer meetings and escalations.
  

Working Conditions and Physical Requirements

• Prolonged periods of working at a computer workstation.
  
• Ability to communicate effectively through multiple channels.
  
• Comfortable operating standard office productivity tools.
  
• Ability to participate in virtual meetings regularly.
  

Required Skills:

Requirements Completed post-secondary education preferred Minimum 2 years business experience in IT related industry High level of commitment to exceptional customer service Able to problem solve and take ownership of issues and drive to resolution Works well under pressure and can re-prioritize as needed High level of attention to detail Microsoft Licensing knowledge is an asset Proficient in MS Office tools Outlook Excel PowerPoint Word TEAMS Working knowledge of SFDC and SAP would be an asset

Employment Type : Full Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 81 - 108