Advanced Problem Resolution (APR) Team Lead / Telecom Lead Techn

Advanced Problem Resolution (APR) Team Lead / Telecom Lead Technician


Evolver is a cybersecurity and digital transformation company supporting national defense, federal civilian agencies, and Fortune 500 organizations. We help customers secure critical systems, modernize enterprise technology, and solve complex operational challenges through integrated capabilities spanning cybersecurity, enterprise IT infrastructure, cloud, software development, data analytics, legal technology and eDiscovery, applied AI, and electronic security systems. Our teams combine deep technical expertise with mission understanding to deliver secure, reliable, and scalable solutions that advance performance in high-stakes environments.

Overview


Evolver is seeking an Advanced Problem Resolution (APR) / Telecom Team Lead to provide technical leadership and advanced end-user support within a large federal enterprise environment. This position serves as the lead for the Advanced Problem Resolution (APR) team while also overseeing day-to-day telecom support activities including phone installations, removals, relocations, line tracing, and telecommunications service requests.


The successful candidate will function as the primary escalation point for complex Tier II APR support issues, coordinate workload across technical teams, mentor staff, and ensure timely resolution of customer incidents and service requests. This role requires strong troubleshooting skills, leadership abilities, and the capability to support a broad range of desktop, mobile, telecom, and infrastructure-related technologies.


This position is performed on-site in Washington, DC (near Smithsonian Metro) during normal operating hours (Monday–Friday, 8:00 a.m.–4:30 p.m.), with occasional travel to offices in Maryland.


Responsibilities

• Serve as the technical lead for the Advanced Problem Resolution (APR) team and provide guidance on complex Tier II and APR incidents and service requests.


• Act as the primary escalation point for technical issues requiring advanced troubleshooting, root cause analysis, and coordination across multiple support groups.


• Perform advanced troubleshooting and resolution of customer issues involving desktops, laptops, mobile devices, software applications, peripherals, telecommunications equipment, and enterprise technologies.


• Coordinate and perform telecom support activities including phone installations, removals, relocations, line tracing, inventory validation, and service request fulfillment.


• Lead daily workload management activities, ensuring tickets are properly prioritized, assigned, documented, and resolved within established service levels.


• Coordinate with network, systems, security, telecommunications, and customer organizations to resolve cross-functional technical issues.


• Perform root cause analysis on recurring incidents and recommend corrective actions to improve service quality and operational efficiency.


• Support customer projects, office moves, equipment deployments, technology refresh efforts, and operational initiatives as required.


• Mentor and train team members on troubleshooting methodologies, operational procedures, customer service best practices, and technical processes.


• Maintain accurate documentation within the ITSM platform, including ticket updates, knowledge articles, standard operating procedures, and process documentation.


• Provide excellent customer service while communicating technical information to both technical and non-technical stakeholders.

Basic Qualifications

• 3 years of experience providing IT support in an enterprise environment.


• 2 years of experience resolving Tier II and/or APR technical issues involving desktops, laptops, mobile devices, peripherals, telecommunications equipment, and enterprise applications.


• 2 years of experience serving as a technical lead, senior technician, escalation resource, or similar leadership role.


• 2 years of experience utilizing ITSM/ticketing systems with strong documentation and customer communication skills.


• 2 years of experience troubleshooting complex technical issues and coordinate resolution efforts across multiple support teams.


• Ability to prioritize work in a fast-paced operational environment while supporting multiple concurrent tasks.


• Ability to lift up to 50 pounds.


• High School Diploma or G.E.D.


• S. Citizen with the ability to pass a comprehensive Government background/badging investigation.

Preferred Qualifications

• Experience supporting telecommunications equipment including phone installations, removals, relocations, line tracing, and inventory management.


• Experience supporting Microsoft Teams phones, Poly devices, conference room technologies, or similar telecommunications equipment.


• Experience supporting large federal government or enterprise IT environments.


• Experience performing root cause analysis and problem management activities.


• Experience creating and maintaining knowledge articles, standard operating procedures, and technical documentation.


• Strong stakeholder communication skills with the ability to provide customer-friendly updates on technical issues.


• Experience supporting hardware lifecycle refreshes, office relocations, and enterprise technology deployments.


• ITIL Foundation certification or equivalent IT service management experience.


• Associate degree or higher in Information Technology, Computer Science, or a related field.

Evolver is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.