Senior Tier 2 Problem Resolution Lead

Leader Communications Inc. (LCI); Clemson (SC); On-site; USD 120,000 - 180,000; Full time

Job summary

Leader Communications Inc. (LCI) seeks an APR Lead to manage complex Tier 2 IT support operations within a large federal enterprise environment, ensuring advanced troubleshooting, root cause analysis, escalation handling, and SLA compliance for USPTO OCIO SDOD.

The ideal candidate will oversee workforce coordination, performance reporting, and continuous improvement across desktop, enterprise apps, MFA, and identity management.

Qualifications

• 15+ years of IT experience with at least 10 years in a management role.
• Proven experience managing Tier 2 specialized support desk in large enterprise environments.
• Experience managing SLAs and performance reporting in structured IT environments.

Responsibilities

• Lead overall project management of complex, multi-task Tier 2 IT support operations.
• Plan, organize, and manage groups of employees engaged in advanced technical duties.
• Provide administrative and technical direction with minimal supervision.
• Coordinate approved contract activities to meet schedules and standards.
• Establish procedures to ensure operational effectiveness and SLA compliance.
• Provide status updates to government customers and stakeholders.
• Apply continuous evaluation and control measures to ensure performance targets.
• Liaise with team, management, and clients to complete tasks to standard.
• Identify risks and develop contingency plans to mitigate impact.
• Review operations and schedule training to implement improvements.
• Maintain awareness of industry trends to enhance service delivery.
• Deliver technical reports and presentations to stakeholders.
• Lead Tier 2 troubleshooting across desktops, enterprise apps, MFA/identity issues.

Skills

Technical leadership

Analytical problem-solving

Risk identification

Cross-functional coordination

Workforce management

Communication skills

Education

BA/BS in Computer Science or related

ITIL Certification

MCSE or equivalent

Tier 1 Investigation clearance

Active Directory knowledge

Tools

ServiceNow

Microsoft Project

SharePoint

Job description

Leader Communications Inc. (LCI) seeks an APR Lead to manage complex Tier 2 IT support operations within a large federal enterprise environment, ensuring advanced troubleshooting, root cause analysis, escalation handling, and SLA compliance for USPTO OCIO SDOD.

The ideal candidate will oversee workforce coordination, performance reporting, and continuous improvement across desktop, enterprise apps, MFA, and identity management.