APR Technical Lead

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.*

• 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.

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 

• Strong written and verbal communication skills 

• Presentation and briefing capabilities 

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.