3503 IT & Software Developer jobs in the US
Apr technical lead
$73,000 - 113,000
Decisionpoint Corporation
Russell Avenue 702, Alexandria
$73,000 - 113,000
Requirements
Must:
- Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk)
- BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent
- Fifteen (15) years of IT experience, with a minimum of ten (10) years in a management role or equivalent combination of education and experience
- Proven background in managing a Tier 2 specialized support desk in a large enterprise, ideally supporting more than 10,000 users
- Experience in Tier 2 management, including call management, accounts management, and reporting
- Demonstrated capability in managing Service Level Agreements (SLAs) and performance reporting in a structured IT environment
- Advanced troubleshooting skills for Windows operating systems and endpoint devices
- Knowledge of Active Directory and account provisioning management
- Familiarity with enterprise IT service management platforms (such as ServiceNow)
- Proficiency in Microsoft enterprise technologies
- Understanding of multi-factor authentication (MFA) and identity management solutions
- Knowledge of incident and problem management processes
- Familiarity with trend analysis and root cause documentation methodologies
- Required: ITIL Certification and one or more Microsoft Certifications (MCSE or similar)
- Preferred: Advanced Microsoft or enterprise infrastructure certifications
- Technical leadership in Tier 2 operations
- Strong analytical problem-solving and root cause analysis skills
- Capability in risk identification and mitigation planning
- Experience in cross-functional coordination and stakeholder engagement
- Skills in workforce management oversight
- Excellent written and verbal communication abilities
- Proficient in presentation and briefing tasks
Responsibilities
- Oversee comprehensive project management of intricate, multi-task Tier 2 IT support operations
- Plan, organize, and supervise teams engaged in various advanced technical responsibilities
- Provide proactive administrative and technical guidance to team members, working independently
- Coordinate sanctioned contract activities to ensure service delivery meets established schedules and standards
- Develop and implement enhanced procedures and controls to boost operational efficiency and SLA adherence
- Update customer representatives on the status and activities of personnel working under the contract
- Address technical and administrative queries from government customer representatives
- Apply consistent evaluation and control measures to ensure performance goals are met
- Collaborate with team members, management, and clients to ensure tasks are completed to required standards
- Identify potential risks and create contingency plans to minimize operational disruption
- Assess current operations to schedule training sessions and meetings for process enhancements
- Stay informed about industry trends and technological advancements to improve service delivery
- Produce deliverables, including technical reports and presentations for relevant stakeholders
- Lead Tier 2 troubleshooting efforts regarding desktop systems, enterprise applications, SASE, MFA, identity management, and account-related issues
- Manage call operations, accounts management, reporting, and workforce management within the Tier 2 framework
- Conduct root cause analysis, maintain documentation for known issues, and perform trend analysis for recurring incidents
- Assist with migration projects and increased ticket volumes while sustaining SLA performance
Description
We are DecisionPoint, seeking an APR Technical Lead to manage Tier 2 Advanced Problem Resolution operations for the USPTO Office of the Chief Information Officer Service Desk Operations Division. This role encompasses the project management of complex Tier 2 IT support tasks within a large federal enterprise environment, ensuring advanced troubleshooting, root cause analysis, escalation management, workforce coordination, SLA compliance, and ongoing improvement in our technical support endeavors. We value talent that can enhance our mission, and we are committed to providing a diverse and inclusive environment for all employees.
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D3 Security Management Systems, GINGER Telecom, Gatestone & Co. Inc, ID Cosmetic clinic, GE Aerospace, Allied Technical Solutions, Confidential among others, are currently hiring for IT roles in the United States.
The company with most openings is Judge Group, Inc. as they are hiring for 252 different IT Specialist jobs in the United States. They are probably quite committed to find good IT Specialists.
The company with most openings is Judge Group, Inc. as they are hiring for 252 different IT Specialist jobs in the United States. They are probably quite committed to find good IT Specialists.