Job#: 3049711 Job Description: Apex Systems is seeking a Level 2 MFA Enrollment Cohort Lead for a leading healthcare organization in Orange County, CA. This individual will support an enterprise-wide Microsoft passkey and Windows Hello for Business (WHfB) deployment initiative. The Level 2 Cohort Lead will provide hands-on enrollment support while serving as the day-to-day leader for a team of Level 1 Enrollment Support Specialists. This role is responsible for coordinating enrollment activities, coaching frontline staff, managing escalations, and helping ensure a smooth, consistent experience for end users throughout the enrollment program.
This is a customer-facing leadership position rather than an Identity & Access Management (IAM) or systems engineering role. The ideal candidate will possess strong technical troubleshooting skills, excellent customer service experience, and the ability to determine when issues require escalation to Cyber Engineering resources.
Responsibilities
- 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.
- Coordinate daily assignments, coverage schedules, enrollment stations, priorities, and workflow in partnership with project leadership.
- Provide white-glove support for Microsoft passkey and Windows Hello for Business (WHfB) enrollment activities.
- Coach and mentor Level 1 Specialists on enrollment procedures, customer interactions, mobile device support, documentation standards, and escalation processes.
- Serve as the first point of escalation for issues that cannot be resolved through standard Level 1 procedures.
- Troubleshoot enrollment, mobile device, Windows workstation, passkey, and authentication-related issues using established procedures and knowledge resources.
- Assess issues and determine whether they should be resolved at the support level, routed to another IT team, or escalated to Cyber Engineering.
- Gather and document relevant user, device, enrollment, and troubleshooting information prior to escalation.
- Monitor enrollment activities and help ensure work is completed accurately, efficiently, and on schedule.
- Maintain accurate documentation of enrollment status, assignments, escalations, exceptions, and follow-up activities.
- Identify recurring issues, process improvement opportunities, and resource constraints and communicate findings to project leadership.
- Adjust staffing coverage and priorities based on enrollment demand and operational needs.
- Reinforce approved change-management messaging and maintain a consistent customer experience across assigned locations.
- Provide regular updates regarding progress, blockers, escalations, and support needs.
Required Qualifications
- Experience in customer service, help desk support, technical support, field support, healthcare support, or another high-touch user support 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.
- Familiarity with iOS and Android smartphones and mobile device navigation.
- Experience supporting Windows workstations, mobile authentication, passkeys, Windows Hello for Business (WHfB), biometrics, PIN setup, device settings, QR codes, and browser-based workflows.
- Strong troubleshooting skills and technical judgment.
- Ability to determine when Cyber Engineering or additional technical support is required.
- Strong documentation, organization, accountability, and follow-through skills.
- Ability to coach and direct support staff in high-volume environments.
- Ability to adapt to changing priorities and staffing needs.
- Comfortable working in hospital, healthcare, and clinical environments.
- Ability to work flexible schedules including days, evenings, nights, weekends, and rotating shifts.
Location: Orange County, CA
Schedule may include:
- Day shifts
- Evening shifts
- Night shifts
- Early morning shifts
- Weekday schedules
- Weekend schedules
- Rotating schedules
Schedule assignments will be determined based on enrollment requirements and operational needs.
Physical Requirements
- Frequent standing, walking, sitting, reaching, and repetitive hand movements.
- Ability to bend, stoop, squat, and kneel throughout the workday.
- Ability to lift and move up to 25 pounds regularly and up to 50 pounds occasionally.
- Must maintain hearing acuity and work in environments requiring extended periods of computer and device usage.
Pay Range:
$31.00-$38.50/hourIf you are interested in learning more about this opportunity, please apply directly or send an updated copy of your resume to
.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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