ClearanceJobs
Project Manager I /Quality Control Lead - CBP
ClearanceJobs, San Antonio, Texas, United States, 78208
Quality Control Lead
Silotech Group provides Advanced Cyber Solutions, Intelligence Solutions, Enterprise/Cloud IT Services and Products, and Managed IT/Security Services to Federal, State, and Commercial clients. We deliver customized, agile technical solutions focused on data, enterprise platforms, service engagement, and workforce development through trust-driven and collaborative relationships. The Quality Control Lead ensures TSD services and deliverables meet or exceed CBP quality standards. This role drives performance monitoring, compliance, and continual service improvement. This contract is contingent upon award. Location The Quality Control Lead is remote, with occasional travel to CBP service desk hubs (Ashburn, VA; Orlando, FL; San Antonio, TX) required for reviews and performance briefings. Clearance Requirements Must be able to obtain and maintain a CBP background investigation (BI). Essential Roles and Responsibilities
Oversee compliance with TSD Standard Operating Procedures (SOPs). Monitor ticket and contact handling to ensure adherence to quality standards. Lead continual service improvement initiatives based on performance metrics and customer feedback. Produce Quality Control SOPs and performance monitoring reports. Qualifications
Education: Bachelor's degree or equivalent technical/management background. Experience: Minimum of 3 years in IT service desk quality assurance or quality control. Automated Commercial Environment (ACE) Requirement: Demonstrated experience with quality assurance of Automated Commercial Environment (ACE) service desk operations, including call/chat handling, ticket monitoring, and ACE escalation procedures. Certifications: ITIL Foundations preferred. Desired Skills
Bilingual English/Spanish Familiarity with ServiceNow QA reporting and DHS/CBP system monitoring tools. Experience aligning quality assurance with federal compliance frameworks. Silotech Group is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
Silotech Group provides Advanced Cyber Solutions, Intelligence Solutions, Enterprise/Cloud IT Services and Products, and Managed IT/Security Services to Federal, State, and Commercial clients. We deliver customized, agile technical solutions focused on data, enterprise platforms, service engagement, and workforce development through trust-driven and collaborative relationships. The Quality Control Lead ensures TSD services and deliverables meet or exceed CBP quality standards. This role drives performance monitoring, compliance, and continual service improvement. This contract is contingent upon award. Location The Quality Control Lead is remote, with occasional travel to CBP service desk hubs (Ashburn, VA; Orlando, FL; San Antonio, TX) required for reviews and performance briefings. Clearance Requirements Must be able to obtain and maintain a CBP background investigation (BI). Essential Roles and Responsibilities
Oversee compliance with TSD Standard Operating Procedures (SOPs). Monitor ticket and contact handling to ensure adherence to quality standards. Lead continual service improvement initiatives based on performance metrics and customer feedback. Produce Quality Control SOPs and performance monitoring reports. Qualifications
Education: Bachelor's degree or equivalent technical/management background. Experience: Minimum of 3 years in IT service desk quality assurance or quality control. Automated Commercial Environment (ACE) Requirement: Demonstrated experience with quality assurance of Automated Commercial Environment (ACE) service desk operations, including call/chat handling, ticket monitoring, and ACE escalation procedures. Certifications: ITIL Foundations preferred. Desired Skills
Bilingual English/Spanish Familiarity with ServiceNow QA reporting and DHS/CBP system monitoring tools. Experience aligning quality assurance with federal compliance frameworks. Silotech Group is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.