Job Description

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as the Copy Center Manager for the US Department of Justice (DOJ) Service Desk and information technology (IT) Services for all Civil Division components supported by the Office of Information Technology (OIT). OIT requires support to provide enterprise-level service desk and incidental information technology services in support of OIT’s operational requirements. Services include: Help Desk Support, IT Operations Management and Support, Mobile Support, IT Asset Management, Software Development and Support, IT Security Program Support, IT Incident Response and Reporting, Classified Processing, IT Training Services, Laptop Lending Program Support, Application Services Help Desk, SharePoint Support, Litigation IT Travel Support, Reasonable Accommodation Support, Case Information Management System (CIMS), and Civil Online Relativity Application (CORA) Support, and Copy Center Operations. The Civil Division consists of approximately 2,700 personnel primarily located in the Washington, DC National Capital Region (NCR).

The Copy Center Manager for the DOJ CIV Help Desk and IT Support Services is responsible for providing copy center support for operations at customer Washington DC locations with customer coverage hours M-F 9:00-5:00PM. The Operator will provide copy center services for requirements and demonstrate competency in technical areas preferably with copy center experience to ensure that support resolution addresses customer reproduction requirements with a foundational and appropriate skillset. The Copy Center Manager will possess skillsets to assist with resolution of copy center issues.

Key Tasks and Responsibilities

Lead A/V support service delivery

• Ensure support is accurate, leverages customer documented guidelines and standard operating procedures (SOPs)
• Ensure team is meeting contract SLA standards
• Track tasks, ensuring properly documented and closed per SLAs
• Provide feedback on issues for development of the customers resolution knowledge database
• Manage and monitor problem trends and perform analysis to determine changes in level of support required
• Ensure that services are performed at an acceptable level of quality
• Provide training and/or coordinate training for service personnel
• Participate in daily meetings and provide updates on team performance and progress
• Ensure personnel wear proper attire required for service area supported
• Create, analyze, and provide reports on performance
• Ensure work practices to secure and safeguard all Government provided property and data
• Serve as the single point of contact for copy center support issues.

Copy Center Support

• Operate high speed digital multifunctional printers.
• Adjust and operate power staplers, multi-head drills, paper cutter, and various binding equipment.
• Responsible for digital and hardcopy job set-up and operations, and routine maintenance of equipment.
• Maintain job production records specifying quantity, production times, and material used.
• Complete requisition forms when supplies are needed.
• Maintain records related to machine maintenance and down-time.
• Ensure equipment, supplies, and other associated materials are available so that the operation is ready to meet requests for publishing services.
• Schedule document production based on end user requests to ensure timely completion of end user requirements
• Operate and perform adjustments and minor repairs on a wide assortment of printing and binding equipment.
• Handle requests for printing, distribution and multiple media art from various sources for complex requirements.
• Review each request to make sure it is complete, and requirements are clearly defined. If there are any questions about the information provided, obtain clarification from the Copy Center Manager or requestor.
• Ensure that all customer specifications are met and that the customer and Copy Center Manager are kept up to date on the job’s progress.
• Report any problems or delays in getting the project complete to the Copy Center Manger and GTM.
• Facilitate equipment repair with support vendor ensuring appropriate authorization of tasking is received from GTM/COR.
• Assure that equipment, supplies, and other associated materials are available so that the operation is ready to meet requests

Job Requirements: