Brief Overview of Position:Strategic Operational Solutions (STOPSO) is seeking candidates for the Advanced Problem Resolution (APR) Technical Lead role who 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.
Requirements and Primary Responsibilities:- A minimum of a BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.
- Must possess an ITIL certification. Holds 1 or more Microsoft Certifications (MCSE or similar).
- Responsible for 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; coordinates approved contract; establishes improved procedures and controls, where necessary, to ensure that all services meet schedule and/or production.
- Provide customer representatives with the status and activities of personnel covered under the task order; responds to administrative or technical requests from the customer representative; and applies continuous evaluation and control measures; routinely works without supervision.
- Liaise with team members, management, and clients to ensure assigned tasks are completed to standard.
- Identifying risks and forming contingency plans as soon as possible.
- Analyze existing operations and scheduling training sessions and meetings to discuss improvements.
- Keep up to date with industry trends and developments.
- Provide deliverables, including presentations to the relevant stakeholders.
- Proven experience managing a Tier 2 specialized support desk in a large environment, preferably supporting more than 10,000 users. Provides Tier 2 management to include call management, accounts management, reporting and workforce management.
- Fifteen (15) years of IT experience with at least (10) years' experience in a management position or equivalent combination of education and experience.
- Experience with management of Service Level Agreements.
- Able to obtain and maintain a Public Trust.
