Job Description
APR Technical Lead
Location: Alexandria, Va
***Position is contingent on contract award***
About the Job: We are seeking a highly experienced APR Technical Lead to serve as key personnel supporting a high-visibility Federal Government program.
Program - Contact Center (UCC):
Duties and responsibilities include: The APR Technical Lead is responsible for overall project management of complex, multi-task IT contracts. Plans, organizes and manages groups of employees engaged in various technical duties. Provides administrative and technical direction to personnel; has coordinates approved contract; establishes improved procedures and controls, where necessary, to ensure that all services meet schedule and/or production; Provides the customer representatives the status and activities of personnel covered under contract; responds to administrative or technical requests from the customer representative; and applies continuous evaluation and control measures; works without supervision. Liaising with team members, management, and clients to ensure assigned tasks are completed to standard. Identifying risks and forming contingency plans as soon as possible. Analyzing existing operations and scheduling training sessions and meetings to discuss improvements. Keeping up to date with industry trends and developments. Provides deliverables, including presentations to the relevant stakeholders.
Minimum/General Experience:
- Ability to successfully obtain and maintain a Tier 1 Investigation.
- 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.
- Holds ITIL Certification.
- Holds 1 or more Microsoft Certifications (MCSE or similar).
- Fifteen (15) years of IT experience with at least (10) years’ experience in a management position or equivalent combination of education and experience.
Minimum Education:
BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.
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