Job Title: L2 – MFA Enrollment Cohort Lead
Location: Newport Beach, CA 92663
Duration: 2+ months

Schedule: 30hrs week

Job Summary:
Cohort Lead serve as the day-to-day 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 hands-on, 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-glove 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 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.
• Ability to work flexible schedules, including days, evenings, nights, and weekends.

Preferred Qualifications

• Experience using Smartsheet or similar work-management tools.
• Previous healthcare, physician, executive, or other high-touch customer support experience.
• Experience supporting MFA, passkeys, WHfB, device enrollment, or large-scale technology adoption initiatives.
• Familiarity with Microsoft authentication, Microsoft 365, Entra ID, or identity and access management concepts.