Regional Queue Manager

Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we're the driven professionals and technology experts companies turn to most to solve their IT challenges.
Description
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 Queue Manager (QM) provides support to the Program Team as well as fulfills the role of QM. The QM is accountable for establishing and maintaining team best practices while advocating successful process adoption throughout the organization under the overall guidance of the Field Quality Control Manager, Program Manager and Deputy Program Manager. The QM 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 responsible nationally or regionally for the entire FSA ticket data, with a primary Navy Facility designated by the Sr Field Manager and the Program Office as their primary location. This role does have the ability to work remotely or work from home, with prior authorization from the Field Quality Control Manager.
* Responsibilities
* Monitor HPSM incidents and request tickets across the enterprise
* Work with leads and managers to ensure tickets assignment
* Check tickets work details to ensure fulfillers are following ticket documentation process
* Provide quality control on ticket accuracy; standardize ticket submissions
* Coordinate major incident or problem escalations with Subject Matter Experts (SMEs) as necessary, and documents findings (i.e. compile data, update HPSM records, and write information papers)
* Keep leads and managers informed on aging tickets
* Perform analysis of recurring incidents or other types of tickets
* Provide daily report on incident and problem records
* Provide summary reports of all major incidents and problems
* Brief enterprise level ticket statistics in meetings
* Brief daily major incidents and problems
* Provide a weekly report of new and closed major incidents and problem records
* Other duties as required for the success of the program
Qualifications
Required Qualifications
* Active DOD Secret Clearance
* High School Diploma or equivalent
* Security+ certifications or other technical certifications
* Strong customer service orientation
* Excellent written and verbal communication skills
* Strong analytical skills and problem-solving skills
* Ability to interact effectively with a diverse group of customers
* Ability to continually learn new technology and to keep pace with an ever-changing industry
* Ability to understand, remember, and apply oral and/or written instructions or other information.
* Ability to organize thoughts and ideas into understandable terminology.
* Ability to multi-task, organize and prioritize.
* Ability to apply common sense in performing job.
* Ability to understand and follow basic instructions and guidelines.
* Ability to travel up to 50%
* Preferred Qualifications
* Basic knowledge of CDW's internal systems and tools
* Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)
* Proficiency with Microsoft Power Suite (PowerBI and Power Automate)
Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
What you can expect from us: Culture, coworkers, careers.
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you'll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self- and your best ideas- to CDW. Because diverse perspectives bring forth better problem solving- and better solutions for our customers on a rapidly evolving technology landscape.
Equal Opportunity Employer, including disability and protected veteran status
Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/)