APR Technical Lead

Strategic Operational Solutions, Inc; Ashburn (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

Strategic Operational Solutions (STOPSO) is seeking an APR Technical Lead to direct the APR team, oversee complex IT contracts, and coordinate with government and contractor personnel. Candidates should have strong IT leadership, ITIL certification, and Microsoft certifications (MCSE or similar), with extensive experience in Tier 2 support and program management.

The role requires overseeing day-to-day operations, risk management, and customer communications, ensuring schedules and production

Qualifications

• 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.

Responsibilities

• Provide customer representatives with status and activities of personnel; respond to admin or technical requests from the customer; apply continuous evaluation and control measures.
• Liaise with team members, management, and clients to ensure assigned tasks are completed to standard.
• Identify risks and form contingency plans as soon as possible.
• Analyze existing operations and scheduling training sessions to discuss improvements.
• Keep up to date with industry trends and developments.
• Provide deliverables, including presentations to relevant stakeholders.
• Manage Tier 2 specialized support desk in a large environment, including call, accounts, reporting and workforce management.

Skills

ITIL Certification

MCSE or similar

Project management

Team leadership

Risk management

Education

BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent

Job description

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.

STOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.

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.