Printer & VTC Team Lead - IT Service Ops

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Service Management, Integration, and Transport (SMIT) is one the largest IT services program for the Navy and U.S. Marine Corps (USMC), supporting approximately 400,000 seats around the world. Under SMIT, the SMIT contractor will provide enterprise services to the Marine Corps Enterprise Network (MCEN), Navy-Marine Corps Internet (NMCI), and OCONUS Navy Enterprise Network (ONE-Net) including transport, datacenter, network operations, service desk, cybersecurity, and managed services.

CDW-G will be supporting the SMIT contractor in several of these service areas.

This role will support the SMIT Program under our subcontract with Leidos Corporation. The SMIT Program is a multi-year program expected to run at least September 2028. The Field System Administrator Team Lead (TL) provides support to the Program Team as well as fulfills the role of TL. The TL is accountable for establishing and maintaining team best practices while advocating successful process adoption throughout the organization under the overall guidance of the Regional Field Manager, Program Manager and Deputy Program Manager.

The TL will be efficient in the day-to-day operations as well as mentor, train and support other team members of their team as required. They will be assigned an Area of Responsibility (AOR), with a primary Navy Facility designated by the Sr Field Manager and the Program Office. This facility will serve as their office where there are expected to report daily.

This role does not have the ability to work remotely or work from home.

Key Areas of Responsibility

• Evaluate technician’s cases daily

• Complete daily reports and schedules

• Ensure Service Connect, Help Desk and Value Add Service SLA’s and quality are being met

• Return/Answer customer calls upon request during peak volume times

• First point of escalation/contact for technicians to include technical training or procedural including editing contact information about tools and resources

• Evaluate customer survey results with technicians, provide input to management

• Provide general support activities for Print devices (primarily) and Video Teleconferencing (VTC) equipment in an enterprise environment, including:

• Installation

• Configuration

• Testing

• Troubleshooting (onsite and via phone)

• Repair

• Proactively manage Service Tickets and update service-related activities in a timely manner

• Lead, implement, and troubleshoot complex and specialized Print and VTC projects consisting of one to potentially dozens of devices in one or multiple locations across the assigned Area of Responsibility (AOR)

• Oversee the remote implementation and troubleshooting of complex and specialized Print and VTC projects consisting of one to potentially dozens of devices in one or multiple remote locations outside the AOR

• Serve as company liaison with client and vendors (uniformed and civilian personnel) on administrative and technical matters

• Interpret clients’ needs and work toward resolution

• Responsible for addressing escalated break/fix issues, establishing and maintaining communication with the customer, management, and other relevant third-parties, and updating Service Ticket status in a timely manner

• Consult with leadership to identify inventory stocking levels and reorder points of the repair parts and spare device inventory

• Advise customer of changes in hardware or software that is determined to be incompatible, unapproved, or non-standard.

• Manage to metrics to ensure SLA compliance

• Maintain customer relationships

• Lead and facilitate the development of common practices

• Other responsibilities required for the success of the program

• This role may require travel 25% of the time outside the assigned AOR.

Required Qualifications

• Active DOD Secret Clearance

• Security+ Certification

• H…