Team Lead Tech Support SMIT - Norfolk, VA

Next Generation Enterprise Network (NGEN) 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.

Bring your IT career and talents to CDW-G where you can have a greater impact, be inspired by our mission and excited about your job and future. We are an innovative Fortune 200 leader drivingmeaningful technological change for customers in virtually every industry.

CDW currently seeks a Team Lead, Federal Technical Support to join our NGEN SMIT team. You will work within a fast-paced environment, supporting the overall solution Regionally to ensure our client's services are optimized and reliable.

The Team Lead is responsible for monitoring call volume to ensure customer calls are answered promptly and ensuring highest level of customer service. In addition, the Team Lead assists management with daily functions as well as being the first point of escalation/contact for coworkers and customers.

Responsibilities

• Ensure technicians are in 'ready mode' to answer incoming calls
• 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
• Reply to customer service request (CSR) and create documentation if necessary(within 24hrs)
• Monitor Chat sessions o Ensure coverage for volume of sessions o Monitor unanswered sessions o Monitor quality of sessions
• Monitor Web Support- E-share o All e-Mails must be answered within one hour of receipt and a case created if applicable.
• Answer all e-mails/faxes from customers or Account Managers, including Helpdesk-Technical Support and