NOTE: This is a remote role, but you must live within a 2-hour driving distance of Alexandria, VA. Position Summary:The primary responsibility of the APR Team's Technical Lead is to be a technical resource to each area of support within the team and responding to government inquiries. This includes Executive Support, TWAH Support, Enterprise-Wide Support, VPN Support, LAR Support, Storage Backup, Mobile Device Support and Knowledge Management.
Position Responsibilities:
- Responsible for producing reports that measure the metrics and quality of the work performed by APR Team members.
- Analyze key performance metrics to ensure all team members are performing at a high level.
- Performs the technical duties as required in servicing the customer to include troubleshooting, producing automated reports, mentoring employees, and taking the lead on special projects and teams as assigned by management.
- Maintain technical edge to assume the duties of the Team Lead or any team member in their absence as required.
- Lead special projects, delegates and acquires buy-in from participating teammates.
- Mentor colleagues and the training of new hires as a key component of the technical lead's job.
- Independent thinker who offers insight to improve processes and procedures.
- The Technical Lead performs other duties as assigned.
- Willing to take on new responsibilities to meet changing business demands.
Required Experience:
- Fifteen (15) years of experience with at least ten (10) years' experience with call center, accounts, reporting deliverable, workforce management or equivalent
- Minimum education of BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or Equivalent
- 7+ years of uninterrupted experience in an IT Environment or enterprise environment with 6,000+ user base
- Previous experience leading a Tier 2 specialized support desk in a large environment supporting more than 10,000 end users
- One or more of the following certifications: CompTIA A+ CE, Network+ CE, or Security+ CE
- Microsoft (MCSE/MCSA/MCP or equivalent) or Microsoft Windows 10 Certifications
- ITIL V4 Foundation Certification
- CCNA
- Other Higher technical certifications may be considered
- Proven ability to research complex technical problems using available resources
- Troubleshooting experience with the following applications: Microsoft Windows 10, Microsoft Office Suite 2016+, Active Directory, Java, Edge, Bitlocker, Dragon, Jaws, Magic, ServiceNow, AnyConnect, RSA, Cisco Soho Routers, Commvault, Symantec Anti-Virus and SASE
- Experience using DOS commands for refreshing group policy, flushing DNS, and troubleshooting LAN and WAN connectivity problems
- Ability to empathize with the customer while maintaining focus on resolving the problem quickly
- Attention to detail is critical when documenting work performed on tickets
- Tier 2/3 team experience which shows consistent superior performance
- A history of meeting deadlines, exceeding expectations, pleasing customers, and troubleshooting
- Strong written and verbal communication skills
- Experience providing management reports to measure group and individual performance
- Developed expertise necessary to resolve VPN connectivity challenges
- Act as a technical liaison between executives, developers and other IT departments
Desired Experience:
- Knowledgeable in how to configure and troubleshoot mobile devices
- Experience providing analysis and recommendations for information technology requirements
- May hold 1 or more Help Desk Institute (HDI) certifications with HDI Support Center Manager preferred
- 7+ years of configuration, advanced troubleshooting, and practical hands-on experience with the following: Microsoft Windows 10, Office 2016/2019, Microsoft Teams, Network/Local Printers, Operating System and Browser Plugins, SCCM, COTS, PTO Applications, Local & Network Permissions, VPN and Network connectivity, SMP, Skype, and AnyConnect
- Prior high-level executive customer work experience
- Experience providing analysis and recommendations for management
As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. Salary: 90K About KeyLogic: Supporting critical missions at the intersection of data and science, KeyLogic provides mission management, systems analysis, data analytics, digital transformation, and cybersecurity to customers in the energy, federal civilian, and defense sectors, with a 20+ year portfolio of successes supporting DOE, DOC, EPA, DOD, DHS, FBI, and other federal agencies challenged with complex missions. We help our customers solve the world's most challenging problems with unsurpassed anticipatory service. KeyLogic employs over 600 team members, including systems designers, developers, data scientists, IT and cybersecurity specialists, engineers, mission experts, program managers, and more than 70 Ph.D. scientists. This multidisciplinary team works together solving challenging problems with anticipatory service-always staying one step ahead-benefiting our customers, and ultimately helping build a better world. We are committed to the success of each customer's mission. We care enough to make their mission our mission and their success our success. We take technical service delivery to a level above our peers. Our anticipatory service is best-in-class. KeyLogic is an Equal Opportunity/Equal Access Employer. KeyLogic is committed to a policy of non-discrimination against individuals on the basis of any legally protected status. If you need a reasonable accommodation for any part of the employment process, please contact us by email at Recruiting@KeyLogic.com and let us know the nature of your request and your contact information. Request for accommodation will be considered on a case-by-case basis.
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KeyLogic Systems
May 23, 2025