APR Technical Lead

APR Technical Lead
Certifications: ITIL Certification (current).
One or more Microsoft certifications (e.g., MCSE or equivalent).

Position Overview:
Nationwide IT Services, NIS, is seeking an APR (Advanced Problem Resolution) Technical Lead for a potential opportunity responsible for leading complex Tier 2 (or higher) technical support. This role bridges the gap between technical teams and executive management, ensuring high-quality service delivery, adherence to Service Level Agreements (SLAs), and continuous operational improvement.

The APR Technical Lead oversees advanced troubleshooting, root cause analysis (RCA), and incident management while driving performance, accountability, and customer satisfaction across the support organization.

Key Responsibilities:
Technical Leadership

• Lead advanced troubleshooting efforts for complex technical issues escalated to Tier 2 or higher support.
• Oversee root cause analysis (RCA) processes and ensure timely resolution of critical incidents.
• Provide technical direction, mentorship, and guidance to support personnel.

Operational & Service Management

• Manage a Tier 2 specialized support desk in a large-scale environment supporting 10,000+ users.
• Provide Tier 2 management oversight, including call management, account management, reporting, and workforce management.
• Ensure compliance with and performance against established Service Level Agreements (SLAs).
• Coordinate team workflows and resource allocation to meet operational demands.
• Support IT service contracts and ensure alignment with contractual and organizational requirements.

Client & Stakeholder Engagement

• Serve as the primary liaison between technical teams, customers, and leadership.
• Provide regular status updates on high-visibility and critical issues.
• Foster strong working relationships across cross-functional teams and stakeholders.

Continuous Improvement & Governance

• Evaluate operational procedures and identify opportunities for process optimization.
• Implement service improvements and risk mitigation strategies.
• Drive adherence to IT service management best practices, including ITIL-based frameworks.

Required Qualifications:

• Bachelor's degree (BA/BS) in Computer Science, Engineering, Mathematics, Business, Management, or related field (or equivalent combination of education and experience).
• Minimum of 15 years of IT experience, including at least 10 years in a management role.
• Proven experience managing a Tier 2 specialized support desk in a large enterprise environment supporting 10,000+ users.
• Demonstrated experience managing Service Level Agreements (SLAs).
• ITIL Certification (current).
• One or more Microsoft certifications (e.g., MCSE or equivalent).

Preferred Experience:

• Experience within federal or highly regulated enterprise environments.
• Deep expertise in IT service management, incident management, and advanced problem resolution.
• Strong analytical, communication, and leadership skills.

Work Environment:
This role operates within a fast-paced, high-visibility enterprise IT environment where operational excellence, customer service, and technical expertise are critical to mission success.

Core Competencies

• Public-facing customer service leadership
• Team supervision and performance management
• Operational oversight of high-volume environments
• Workforce forecasting and schedule optimization
• Quality assurance and continuous improvement
• Strong written and verbal communication skills
• Ability to work independently with minimal supervision

Why Join Nationwide IT Services?
Nationwide IT Services is a trusted government contractor supporting Department of Defense customers. We offer the opportunity to work on high-impact cybersecurity missions alongside experienced professionals in a collaborative and growth-focused environment.