Identity & Access Management (IAM) Operations Supervisor

This position offers a base salary range of $84,182 - $140,304 per year, depending on experience and qualifications, plus bonus based on company performance.

One of the MANY work perkz at Sheetz is quarterly employee bonuses based on company performance! And there’s more – A LOT more… like competitive salaries, PTO and parental leave, 401k match and employee stock ownership, limitless professional development and growth opportunities, tuition reimbursement, full medical, vision and dental coverage, and snack discounts!

This role offers flexibility, with the option to work remotely or in a hybrid capacity from our offices in Claysburg, PA, Pittsburgh, PA, or Columbus, OH.

Provide both leadership and technical oversight toa team of identity professionals who provide support for IAM-related requests and incidents, ensuring the efficient and secure management of user identities, accounts, and access across the organization including but not limited to account management, password management, access lifecycles, authentication and authorization throughout access management platforms, entitlement management, and non-employee identity management. Act as a technical escalation point, resolving complex identity issues and coordinating with other IAM and IT teams to address systemic challenges. Ensure team maintains compliance with security policies, driving process improvements, and support the implementation of technical solutions to enhance identity and access operational efficiency.

1. Lead and manage a team of identity operations personnel, ensuring the delivery of high-quality support through conducting regular one-on-one meetings, team meetings, and performance reviews to foster professional development and address team needs.
2. Oversee and manage team schedules, ticket, and call queues, allocate tasks, and ensure adequate coverage for 24/7 operations. Serve as the escalation point for complex or high-priority identity issues for timely resolution.
3. Manage day-to-day identity operations ensuring adherence to established service level agreements (SLAs) for request resolution and incident management; produce and monitor essential KPIs and metrics for team progression and efficiency.
4. Identify opportunities to drive innovation and continuous improvements by optimizing workflows, improving operational efficiency, and reducing manual effort through automation while coordinating with IAM teams, IT, and other business units to ensure seamless identity and access management processes.
5. Develop and maintain internal and external team documentation such as standard operating procedures (SOPs), workflow documentation, end-user training materials, and job aids for identity operations tasks to deliver consistent and scalable experiences.
6. Ensure identity operations comply with organizational security policies, regulatory requirements, and audit standards.
7. Participate in periodic access reviews, audits, and role certifications to maintain accurate access control records; Implementation / Deployment / Documentation projects as assigned.
8. Analyze identity system and process trends for inefficiencies and risks; develop appropriate solutions or report potential issues to the appropriate teams.
9. Function as a liaison between the IAM teams, Identity Operations team, and end users, ensuring clear and effective communication regarding identity-related issues. Regularly communicate identity management updates, policy changes, and process improvements to relevant stakeholders.
10. Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time.

(Equivalent combinations of education, licenses, certifications and/or experience may be considered. Two years of experience is equivalent to one year of college/trade school)

Education
• Bachelor’s degree in Computer Science, Management Information Systems, Computer Engineering, or related field is required; or a four-year degree in another field of study which includes courses in computer programming, systems analysis, system development, or systems engineering is preferred.

Experience
• Minimum 5 years’ experience in Identity and Access Management or IT/Cyber Operations is required. Minimum 3 years’ experience in a leadership or supervisory role, including demonstrated success with multi-person or cross functional team leadership required.
• Previous experience with IAM platforms, solutions, and technologies (SailPoint, BeyondTrust, Saviynt, Delinea, ForgeRock, Ping Identity, Okta, CyberArk, Duo, Entra, Active Directory, etc.) and principles (Lifecycle Management, Access Management, Identity and Access Governance, and Privileged Access Management) are required.
• Previous experience with service management tools and reporting (ServiceNow, Jira, ManageEngine, etc.) required.
• Previous experience with compliance frameworks and security standards (e.g., NIST, ISO, PCI-DSS, CIS, etc.) are preferred.
• Previous experience with basic scripting and automation is preferred.

Licenses/Certifications
• HDI, Cyber Operations, IAM, or similar certification is preferred.

Tools & Equipment:
• General Office Equipment

Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.