> Markdown version of [/jobs/ext/1971390-apr-technical-lead](https://www.wearedevelopers.com/jobs/ext/1971390-apr-technical-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # APR Technical Lead - **Company:** DecisionPoint Corporation - **Location:** Alexandria, VA, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Desktop Computing, Multi-Factor Authentication, Identity and Access Management, IT Management, Enterprise Software Applications, Information Technology, Performance Monitor, User Administration, Servicenow - **Published:** August 7, 2026 - **Apply:** https://www.dice.com/job-detail/3960fd59-fce2-421f-964e-c8b2c06ccfde ## About the Role Clearance Requirement Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk). Education (Required) BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent. Experience (Required) Fifteen (15) years of IT experience with at least ten (10) years of experience in a management position or equivalent combination of education and experience. Proven experience managing a Tier 2 specialized support desk in a large enterprise environment, preferably supporting more than 10,000 users. Experience providing Tier 2 management including call management, accounts management, reporting, and workforce management. Demonstrated experience managing Service Level Agreements (SLAs) and performance reporting in a structured IT environment. Technical Knowledge (Required) * Advanced troubleshooting of Windows operating systems and endpoint devices * Active Directory and account provisioning management * Enterprise IT service management platforms (ServiceNow or similar) * Microsoft enterprise technologies * Multi-factor authentication (MFA) and identity management solutions * Incident and Problem Management processes * Trend analysis and root cause documentation methodologies Certifications Required: ITIL Certification One or more Microsoft Certifications (MCSE or similar) Preferred: Advanced Microsoft or enterprise infrastructure certifications Skills * Technical leadership of Tier 2 operations * Analytical problem-solving and root cause analysis * Risk identification and mitigation planning * Cross-functional coordination and stakeholder engagement * Workforce management oversight * Strong written and verbal communication skills * Presentation and briefing capabilities ## Description DecisionPoint seeks an APR Technical Lead to oversee Tier 2 Advanced Problem Resolution operations supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations Division (SDOD). This position is responsible for overall project management of complex, multi-task Tier 2 IT support operations within a large federal enterprise environment. The APR Technical Lead ensures advanced troubleshooting, root cause analysis, escalation management, workforce coordination, SLA compliance, and continuous operational improvement across specialized technical support functions., * Responsible for overall project management of complex, multi-task Tier 2 IT support operations. * Plan, organize, and manage groups of employees engaged in various advanced technical duties. * Provide administrative and technical direction to personnel and work without supervision. * Coordinate approved contract activities and ensure that all services meet required schedules and/or production standards. * Establish improved procedures and controls, where necessary, to ensure operational effectiveness and SLA compliance. * Provide customer representatives with the status and activities of personnel covered under the contract. * Respond to administrative and technical requests from Government customer representatives. * Apply continuous evaluation and control measures to ensure performance standards are achieved. * Liaise with team members, management, and clients to ensure assigned tasks are completed to required standards. * Identify risks and develop contingency plans to mitigate operational impact. * Analyze existing operations and schedule training sessions and meetings to implement improvements. * Maintain awareness of industry trends and technical developments to enhance service delivery. * Provide deliverables, including technical reports and presentations to relevant stakeholders. * Lead Tier 2 troubleshooting efforts involving desktop systems, enterprise applications, SASE, MFA, identity management, and account-related issues. * Oversee call management, accounts management, reporting, and workforce management within the Tier 2 environment. * Conduct root cause analysis, Known Error documentation, and trend analysis for recurring incidents. * Support migration initiatives and surge ticket volumes while maintaining SLA performance. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Should Tech Managers Be Developers First? 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