APR Technical Lead

STOPSO; Ashburn (VA); On-site; USD 120,000 - 130,000; Full time

Job summary

STOPSO is seeking an Advanced Problem Resolution (APR) Technical Lead to direct and oversee the APR team in a mixed onsite/offsite government contractor environment. The role requires strong ITIL and Microsoft certifications, extensive IT leadership, and experience managing large Tier‑2 support operations. Excellent communication with clients and stakeholders is essential.

Qualifications

• BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.
• ITIL certification required; MCSE or similar certifications preferred.

Responsibilities

• Provide direction, administration, quality assurance, leadership, and day-to-day oversight of the APR team.
• Manage complex, multi-task IT contracts and project plans.
• Coordinate staffing, performance, and customer communications to meet schedules.
• Identify risks and implement contingency plans; monitor service levels and improvements.
• Provide deliverables and status updates to stakeholders; liaise with clients and management.

Skills

ITIL certification

Microsoft Certifications

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.

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; routine 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.

Salary: $120000.00 - $130000.00 per year