APR Technical Lead

Role Overview

• Oversee Tier 2 Advanced Problem Resolution operations supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations Division (SDOD).
• Responsible for overall project management of complex, multi-task Tier 2 IT support operations within a large federal enterprise environment.
• Ensure advanced troubleshooting, root cause analysis, escalation management, workforce coordination, SLA compliance, and continuous operational improvement across specialized technical support functions.
• 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.
• 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.

Requirements

• BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.
• 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.
• 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.
• ITIL Certification.
• One or more Microsoft Certifications (MCSE or similar).

Tech Stack

• ITSM
• ServiceNow

Benefits

• NA