Quality & Service Improvement Specialist

Edgewater Federal Solutions, Inc.

24d

About The Position

Edgewater Federal Solutions is seeking a Quality & Service Improvement Specialist to support a major national laboratory.

Requirements

• Bachelor’s degree preferred; equivalent experience accepted.
• 2–5 years of experience in IT support, service desk, desktop support, business analysis, or process/documentation-focused roles.
• Working knowledge of IT support environments (service desk, desktop support, endpoint support) strongly preferred.
• Strong writing, editing, and documentation skills with high attention to detail.
• Ability to organize information, manage multiple priorities, and follow through independently.
• Strong communication skills with the ability to work across technical and non-technical teams.

Responsibilities

• Analyze ticket trends, service metrics, and customer feedback to identify patterns, highlight issues, and support data-driven improvement recommendations.
• Support and execute service improvement initiatives, including tracking actions, documenting progress, and assisting with implementation of process enhancements.
• Capture, structure, and maintain detailed meeting notes, including decisions, action items, risks, and follow-ups, ensuring alignment and accountability across stakeholders.
• Quality Assurance Quality Control duties, to include: review, edit, and format program communications, reports, knowledge articles, and deliverables for grammar, clarity, consistency, and executive-level quality prior to distribution and ensuring they meet established quality standards.
• Prepare recurring and ad hoc reports, dashboards, and summaries for leadership, ensuring accuracy, clarity, and alignment with program objectives.
• Develop, document, and maintain SOPs, process flows, knowledge articles, and operational procedures across service desk, desktop support, and asset management functions.
• Collaborate with technical teams (service desk, desktop/field support) to understand workflows, document processes, and identify opportunities for efficiency and standardization.
• Maintain and track the service improvement backlog, ensuring items are documented, prioritized, and followed through to completion.
• Support quality assurance activities, including documentation reviews, ticket audits, and adherence to defined processes and standards.
• Ensure consistency in documentation, reporting formats, and communication standards across the program.
• Perform other duties as assigned to support program operations, reporting, and continuous improvement initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees