APR Technical Lead (Planned Position)

MicroHealth•Vienna, VA

22h

About The Position

MicroHealth is seeking an experienced APR Technical Lead to provide comprehensive project management and technical leadership for complex, multi-task IT contracts. This senior-level position requires a proven leader capable of managing large-scale technical operations while ensuring exceptional service delivery to our clients. This is a Planned position.

Requirements

Bachelor's degree (BA/BS) in Computer Science, Engineering, Mathematics, Business, Management, or equivalent field
Fifteen 15 years of IT experience required
Ten 10 years of management experience or equivalent combination of education and experience
Proven experience managing a Tier 2 specialized support desk in a large environment
Experience supporting environments with more than 10,000 users
Experience with Service Level Agreement (SLA) management
Demonstrated expertise in Tier 2 management functions including: Call management Accounts Management Reporting Workforce Management
Required Certification ITIL Certification
One or more Microsoft Certifications (MCSE or similar)

Responsibilities

Project Management & Leadership
Provide overall project management for complex, multi-task IT contracts
Plan, organize, and manage groups of employees engaged in various technical duties
Provide administrative and technical direction to personnel
Exercise corporate authority to recruit, hire, and terminate personnel
Commit corporate resources and coordinate approved contracts
Work independently with minimal supervision
Operations and Process Management
Establish and implement improved procedures and controls to ensure all services meet schedule and production requirements
Analyze existing operations and identify opportunities for improvement
Schedule and conduct training sessions and meetings to discuss operational enhancements
Apply continuous evaluation and control measures to maintain service quality
Identify risks and develop contingency plans proactively
Client & Stakeholder management
Provide customer representatives with regular status updates and activity reports for personnel covered under contract
Respond to administrative and technical requests from customer representatives
Prepare and deliver presentations and deliverables to relevant stakeholders
Liaise effectively with team members, management, and clients to ensure assigned tasks are completed to standard