APR Technical Lead

About the role

Strategic Operational Solutions (STOPSO) is seeking candidates for the Advanced Problem Resolution (APR) Technical Lead role. The APR Technical Lead will provide direction, administration, quality assurance, leadership, and day‑to‑day oversight of the APR team. The supported organization has personnel both onsite at a Government facility and personnel at a contractor‑provided offsite. STOPSO is ISO 9001, ISO 20000‑1, ISO 27001 certified and CMMI‑SVC Level 2 appraised IT Services and Solutions company. The environment is cutting‑edge and highly rewarding; team members constantly learn and share knowledge with customers and each other, and receive recognition for the solutions they provide.

Responsibilities

• Overall project management of complex, multi‑task IT contracts.
• Plan, organize and manage groups of employees engaged in various technical duties.
• Provide administrative and technical direction to personnel; coordinate approved contracts; establish improved procedures and controls to ensure services meet schedule and production requirements.
• Provide customer representatives with status and activity updates; respond to administrative or technical requests; apply continuous evaluation and control measures while working independently.
• Liaise with team members, management, and clients to ensure assigned tasks are completed to standard.
• Identify risks and develop contingency plans promptly.
• Analyze existing operations and schedule training sessions and meetings to discuss improvements.
• Stay up to date with industry trends and developments.
• Prepare and deliver presentations and other deliverables to relevant stakeholders.
• Manage a Tier 2 specialized support desk in a large environment (preferably supporting more than 10,000 users), including call management, accounts management, reporting, and workforce management.
• Manage Service Level Agreements.

Requirements

• Bachelor’s degree (BA/BS) in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.
• ITIL certification.
• One or more Microsoft certifications (e.g., MCSE or similar).
• Fifteen (15) years of IT experience with at least ten (10) years in a management position, or an equivalent combination of education and experience.
• Proven experience managing a Tier 2 support desk serving a large user base.
• Ability to obtain and maintain a Public Trust.