Advanced Problem Resolution (APR) Technical Lead / Service Desk Lead

We are is seeking an experienced Advanced Problem Resolution (APR) Technical Lead to provide leadership, technical direction, quality assurance, and day-to-day oversight of the APR team. The Technical Lead will support a distributed workforce consisting of personnel located onsite at a Government facility and at a contractor-provided offsite location.

Primary Responsibilities

• Provide leadership, direction, administration, and day-to-day oversight of the Advanced Problem Resolution (APR) team.
• Manage complex, multi-task IT service delivery activities and ensure contractual requirements, schedules, and performance objectives are achieved.
• Plan, organize, and manage technical personnel performing a variety of IT support functions.
• Provide administrative and technical direction to assigned personnel and establish improved procedures and controls when necessary.
• Ensure services meet established performance, quality, schedule, and production requirements.
• Serve as a primary point of coordination with Government customer representatives regarding team activities, performance, technical issues, and administrative requirements.
• Respond to customer technical and administrative requests and provide regular status updates regarding personnel and service delivery.
• Manage Tier 2 specialized support operations, including call management, account management, reporting, and workforce management.
• Monitor and manage Service Level Agreement (SLA) performance and implement corrective actions when necessary.
• Apply continuous evaluation, quality assurance, and performance control measures to improve service delivery.
• Identify operational and technical risks and develop appropriate mitigation and contingency plans.
• Analyze existing operations and recommend improvements to processes, procedures, staffing, and service delivery.
• Coordinate training sessions, technical meetings, and other activities designed to improve team performance.
• Collaborate with team members, management, customers, and other stakeholders to ensure assigned tasks are completed accurately and on schedule.
• Prepare and deliver reports, briefings, presentations, and other required deliverables to Government and program stakeholders.
• Maintain awareness of relevant industry trends, technologies, standards, and IT service management best practices.
• Operate independently and exercise sound judgment with minimal supervision.

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, Mathematics, Business, Management, or a related field, or equivalent experience.
• Minimum of 15 years of IT experience, including at least 10 years of management experience, or an equivalent combination of education and experience.
• Proven experience managing a Tier 2 specialized support desk within a large enterprise environment, preferably supporting 10,000+ users.
• Demonstrated experience managing Tier 2 operations, including call management, account management, reporting, and workforce management.
• Experience managing complex IT contracts, projects, or service delivery environments.
• Demonstrated experience managing and meeting Service Level Agreements (SLAs).
• Strong leadership, organizational, customer service, communication, and problem-solving skills.
• Ability to effectively communicate technical and operational information to Government customers, management, and other stakeholders.
• Ability to obtain and maintain a Public Trust.

Required Certifications

• Current ITIL certification.
• One or more relevant Microsoft certifications, such as MCSE or an equivalent Microsoft certification.

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