APR Technical Lead

DecisionPoint•Alexandria, VA

13h

About The Position

DecisionPoint seeks an APR Technical Lead to oversee Tier 2 Advanced Problem Resolution operations supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations Division (SDOD). This position is responsible for overall project management of complex, multi-task Tier 2 IT support operations within a large federal enterprise environment. The APR Technical Lead ensures advanced troubleshooting, root cause analysis, escalation management, workforce coordination, SLA compliance, and continuous operational improvement across specialized technical support functions. Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid. Please Note: This requisition is contingent upon contract award.

Requirements

Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk).
BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.
Fifteen (15) years of IT experience with at least ten (10) years of experience in a management position or equivalent combination of education and experience.
Proven experience managing a Tier 2 specialized support desk in a large enterprise environment, preferably supporting more than 10,000 users
Experience providing Tier 2 management including call management, accounts management, reporting, and workforce management.
Demonstrated experience managing Service Level Agreements (SLAs) and performance reporting in a structured IT environment.
Advanced troubleshooting of Windows operating systems and endpoint devices
Active Directory and account provisioning management
Enterprise IT service management platforms (ServiceNow or similar)
Microsoft enterprise technologies
Multi-factor authentication (MFA) and identity management solutions
Incident and Problem Management processes
Trend analysis and root cause documentation methodologies
ITIL Certification
One or more Microsoft Certifications (MCSE or similar)

Nice To Haves

Advanced Microsoft or enterprise infrastructure certifications
Technical leadership of Tier 2 operations
Analytical problem-solving and root cause analysis
Risk identification and mitigation planning
Cross-functional coordination and stakeholder engagement
Workforce management oversight
Strong written and verbal communication skills
Presentation and briefing capabilities

Responsibilities

Responsible for overall project management of complex, multi-task Tier 2 IT support operations.
Plan, organize, and manage groups of employees engaged in various advanced technical duties.
Provide administrative and technical direction to personnel and work without supervision.
Coordinate approved contract activities and ensure that all services meet required schedules and/or production standards.
Establish improved procedures and controls, where necessary, to ensure operational effectiveness and SLA compliance.
Provide customer representatives with the status and activities of personnel covered under the contract.
Respond to administrative and technical requests from Government customer representatives.
Apply continuous evaluation and control measures to ensure performance standards are achieved.
Liaise with team members, management, and clients to ensure assigned tasks are completed to standards.
Identify risks and develop contingency plans to mitigate operational impact.
Analyze existing operations and schedule training sessions and meetings to implement improvements.
Maintain awareness of industry trends and technical developments to enhance service delivery.
Provide deliverables, including technical reports and presentations to relevant stakeholders.
Lead Tier 2 troubleshooting efforts involving desktop systems, enterprise applications, SASE, MFA, identity management, and account-related issues.
Oversee call management, accounts management, reporting, and workforce management within the Tier 2 environment.
Conduct root cause analysis, Known Error documentation, and trend analysis for recurring incidents.
Support migration initiatives and surge ticket volumes while maintaining SLA performance.