Senior Problem Resolution & IT Service Lead

Omniscius Consulting; Ashburn (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

Omniscius Consulting is seeking an experienced Advanced Problem Resolution (APR) Technical Lead to provide leadership, technical direction, quality assurance, and day-to-day oversight of the APR team supporting on-site personnel at a Government facility and an offsite location.

The ideal candidate will manage Tier 2 operations, ensure SLA performance, coordinate with Government representatives, and deliver status reports while applying ITIL practices and Microsoft certifications.

Qualifications

• Bachelor’s degree or equivalent experience.
• 15 years of IT experience with at least 10 years in management.
• Experience managing Tier 2 desk within a large enterprise.
• Experience with 10,000+ users and SLA management.
• Ability to obtain and maintain a Public Trust.

Responsibilities

• Provide leadership, direction, administration, and day-to-day oversight of the APR team.
• Manage complex IT service delivery activities and ensure contractual requirements and performance objectives.
• Plan, organize, and manage technical personnel performing IT support functions.
• Coordinate with Government customer representatives and provide regular status updates.
• Monitor and manage SLA performance and implement corrective actions.
• Apply QA and performance control measures to improve service delivery.
• Identify risks and develop mitigation and contingency plans.
• Prepare and deliver reports, briefings, and deliverables to Government stakeholders.

Skills

Leadership

Communication

Problem solving

Customer service

Organizational skills

Education

Bachelor’s degree or equivalent experience

Tools

ITIL certification

MCSE / Microsoft certifications

Job description

Omniscius Consulting is seeking an experienced Advanced Problem Resolution (APR) Technical Lead to provide leadership, technical direction, quality assurance, and day-to-day oversight of the APR team supporting on-site personnel at a Government facility and an offsite location.

The ideal candidate will manage Tier 2 operations, ensure SLA performance, coordinate with Government representatives, and deliver status reports while applying ITIL practices and Microsoft certifications.