IT Service Management (ITSM)

ITSM is the main contact point between our service providers and users. Our team manages processes and activities to design, create, deliver and support IT services.

 QTG performs IT/Telecommunications Operations support services for the Defense Contract Management Agency (DCMA), an agency with over 800 locations and 12,000 employees both CONUS and OCONUS. QTG provides Program Management, Global Service Desk, Operations and Maintenance, Cybersecurity Support and Telecommunications services in support of the DCMA Director and Chief Information Officer. QTG’s Program Manager oversees many staff members and 50+ touch labor subcontract partners in the United States and overseas; manages the budget of the telecommunications branch; assists in policy development, operations of the Telecommunications Branch Global Service Desk (24x7x365), and implementation of IT and Telecommunication services. 

QTG provides 24x7x365 Global Service Desk operations for the DCMA Telecommunications Branch in support of >12000 DCMA employees. Our PMO, Network Engineers, Telecommunications Technicians and Customer Service Representatives (CSR) provide a multi-level response level to incident tickets. Level (1) provides a public web-access portal that allows end-users to search for “How to” information. Level 2 and 3 allow customers to initiate a Telecommunications Service Request (TSR) with Service Level Agreements (SLA) of 24 hours and 4 hours response time, respectively. QTG CSR’s must respond to all TSR’s within 15 minutes, notifying the initiator that the action was received. Dependent on the TSR type, the representative either assists in the action, or forwards the action to the appropriate individual, subcontract partner, or equipment vendor support. The CSR follows the ticket through the process and once complete, informs the customer and closes the ticket. Over the course of 4 years, QTG has successfully closed >1800 Telecommunications Service Request. QTG has been able to reduce the response time for service requests from 60-day average to a 24-hour time-frame within the 1st year of our contract. This success has been achieved through QTG’s efficient program management processes, our knowledge bank, and CONUS/ OCONUS subcontractor and vendor relationships. Our success has also been reflected in our CPARS as an outstanding rating.