Quality Control Lead - SMIT

Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. 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 (FSA) provides support to the Program Team as well as fulfills the role of FSA. The FSA 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 FSA 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 they are expected to report daily. This role does not have the ability to work remotely or work from home.
Key Areas of Responsibility
* 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
* Clearly communicate service offerings and performance expectations to leadership
* Provide copies of all relevant information from any Third-Party supplier agreements, when necessary
* Advise customer of changes in hardware or software that is determined to be incompatible, unapproved, or non-standard.
* Work with vendors, client, and CDW leadership to develop strategy
* Manage to metrics to ensure SLA compliance
* Maintain customer relationships
* Maintain partner relationships
* Maintain vendor 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.
Qualifications
Required Qualifications
* Active DOD Secret Clearance
* Security+ Certification
* High School Diploma or equivalent
* 3+ years of experience working with an OEM or Third-Party provider of printer repair services
* Intermediate understanding of the appropriate physical hardware
* Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
* Solid verbal and written communication skills with the ability to effectively communicate technical information to a non-technical audience
* Ability to understand, remember, and communicate routine, factual information
* Ability to compose materials such as detailed reports, work-related manuals Preferred Qualifications
* 5+ years of experience working with an OEM or Third-Party provider of printer repair services
* Printer Certifications (HP, Xerox)
* Technical certifications associated to the chosen professional track
* ITIL certification
* A+ or Network+ certifications
* Bachelor's degree or equivalent experience
* Comprehensive knowledge of print service offerings
* Experience with Adobe creative suite
* Proficient in Microsoft Access and SQL
* CompTIA PDI Certification
* IT Print Certifications (HP Preferred or Xerox)
* Bachelor's Degree in IT related field
* CDW is committed to being an AI-fluent organization
* We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.
* Together, we Make Amazing Happen.
* CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.