Advanced Problem Resolution (APR) Lead

The Advanced Problem Resolution (APR) Lead 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. 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).

Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance.

Duties & Responsibilities

• 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.

• 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.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor

Education & Experience Requirements

• BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.

• Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk).

• 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

• ITIL Certification

• One or more Microsoft Certifications (MCSE or similar)

• Advanced Microsoft or enterprise infrastructure certifications

Skill & Certification Requirements

• 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

• Personnel must possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work).

• Excellent verbal communication skills include the ability to establish a professional rapport with customers; be a good listener and obtain required information; see things from another person’s perspective; express knowledge in a clear, simple manner; explain technical matters to non-technical people; and be able to uphold the interests of the USPTO and convince others by making valid and relevant points in a professional manner.

• Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner.

• Personnel must possess administrative and project management skills.

• The USPTO uses Microsoft Project Professional for all project management needs and Microsoft SharePoint for documentation version control and repository needs.

• Staff should be skilled with these tools to electronically update project plans and upload documents to our EMS.