APR Technical Lead

Overview

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.*

Duties & 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 required 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.

Qualifications

Clearance Requirement 

Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk). 

Education (Required) 

BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent. 

 

Experience (Required) 

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. 

 

Technical Knowledge (Required) 

• 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 

 

Certifications 

Required: ITIL Certification One or more Microsoft Certifications (MCSE or similar) 

Preferred: Advanced Microsoft or enterprise infrastructure certifications 

 

Skills 

• 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 

• Stron