Job description
Overview:
You will provide end-user support with processes for managing and delivering services that are ITIL® conformant. You will resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, you will support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.
Computer Field Services provide second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV. Support is provided in both the unclassified and classified arenas, across the general campus, including in high-security buildings (HSBs).
The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices. Responsibilities:
It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.
Edgewater Federal Solutions is seeking a Quality Program Lead to support the IT program at a major national laboratory.
You will provide end-user support with processes for managing and delivering services that are ITIL® conformant. You will resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, you will support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.
Computer Field Services provide second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV. Support is provided in both the unclassified and classified arenas, across the general campus, including in high-security buildings (HSBs).
The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices.
Assist in applying common best practices for the industry to the customer using a knowledge base to create conceptual business models and to identify relevant issues and considerations in selecting application software packages. Assess the operational and functional baseline of an organization and its organizational components and help to define the direction and strategy for an engagement while ensuring the organizational needs are being addressed. Typical areas addressed include Human Resources, Finance, Supply, and operations. Identify information technology inadequacies and/or deficiencies that affect the functional area’s ability to support/meet organizational goals. Support the development of functional area strategies for enhanced IT.
- Lead quality program, to include training, knowledge management, and OLA.
- Lead projects related to quality program to improve overall service delivery.
- Identify trends through regular audits and develop improvement plan initiatives.
- Oversee and approve training curriculum for Enterprise IT and Password Administration staff.
- Ensure IT staff is prepared for production following training program and continual training is available to adopt new technologies, service offerings, and processes.
- Identify and deploy industry best practices to enhance training footprint.
- Work with internal and client leadership to enhance processes and workflows, with an emphasis on production improvements.
- Identify volume trends through ticket audits to ensure knowledge is authored and published.
- Act as escalation point for quality staff and swarm to team needs.
- Work with management to ensure resources are adequately assigned to tasks and utilize resources cross-functionally to drive efficiencies.
- Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or other related field.
- In lieu of a degree, relevant experience is applicable.
- 4+ years of experience of related work with demonstrated leadership skills and ability to drive innovation and service improvements.
- U.S. Citizenship is required per Contract to obtain and maintain a Department of Energy Q clearance.
- Intermediate to advanced skills working with Excel, Word, SharePoint, Visio, & PowerPoint
- Excellent communication & writing skills are essential
- Strong organization skills and demonstrated ability to adhere to project schedule
- In-depth understanding of reporting and data visualization tools such as Microsoft BI, Tableau, etc.
- Selected candidate may work in a Telecommuter, Hybrid or Onsite Model
About Us:
Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2022.
It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.
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