Quality & Service Improvement Specialist

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

The Quality & Service Improvement Specialist supports the delivery and continuous improvement of end-user support services by ensuring high-quality documentation, structured communication, and consistent operational processes. This role works closely with program leadership to analyze performance, document workflows, prepare reports, and drive incremental service improvements across service desk, desktop support, and related IT support functions.

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.

• 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.

• Competitive salary: $75,000 - $85,000
• Paid Time Off & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• 401K with employer matching contribution
• Tuition and Education Reimbursement
• Exercise Reimbursement
• Tech Reimbursement
• Employee Assistance Program
• Opportunities for professional development and growth
• Collaborative and dynamic work environment

About Us:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.