Advanced Problem Resolution (APR) Lead

Full Time
Alexandria, VA, Alexandria, VA, US
Greenville, SC, Clemson, SC, US
Oklahoma City, OK , Oklahoma City, OK, US
Weaverville, NC, Raleigh, NC, US




Position Summary


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...