Vamonos IT
Project Manager I Quality Control Lead
Remote work authorized, with occasional travel to customer facilities/company meetings as required. Full-Time The Quality Control Lead is responsible for ensuring that all service desk operations meet established quality standards and deliver consistent, customer-focused results. This role requires an individual with in-depth knowledge of service desk best practices and proven experience in quality assurance. The Quality Control Lead will develop, monitor, and enforce quality measures to maintain operational excellence, compliance, and customer satisfaction. Responsibilities
Quality Assurance & Oversight
Define, implement, and maintain quality standards, processes, and metrics for service desk operations. Review incident tickets, service requests, and resolutions to ensure accuracy, timeliness, and adherence to best practices. Conduct regular quality audits, providing detailed feedback and corrective action recommendations.
Performance Monitoring & Reporting
Track, analyze, and report on service desk performance metrics (SLAs, KPIs, customer satisfaction). Identify trends, recurring issues, and areas of improvement. Prepare and deliver quality reports to leadership and stakeholders.
Continuous Improvement
Recommend process enhancements to improve efficiency, accuracy, and customer service. Collaborate with service desk leadership to implement corrective actions and best practices. Provide coaching, training, and guidance to staff on quality expectations and standards.
Compliance & Best Practices
Ensure service desk operations comply with organizational policies and industry standards. Serve as the subject matter expert on service desk best practices and quality management. Support readiness for internal and external audits.
Required Qualifications
Minimum of three (3) years of experience performing quality control duties in any field. In-depth knowledge of service desk best practices, including ITIL or other service management frameworks. Strong analytical skills with the ability to evaluate performance metrics and identify improvements. Excellent attention to detail, documentation, and reporting skills. Strong interpersonal and communication skills to provide constructive feedback and collaborate across teams. Preferred Skills and Competencies
Experience with service desk tools (e.g., ServiceNow, Remedy, Jira). Familiarity with quality frameworks (ISO, Six Sigma, CMMI). Certification in ITIL, quality management, or project management. Ability to balance quality assurance with operational demands in a fast-paced environment. Our experienced team of technical Subject Matter Experts and Professional Project Managers deliver solutions to the toughest challenges in enterprise cloud computing and infrastructure management within the Homeland Security and Federal civilian landscape. Our Mission is to set the bar in service delivery excellence, providing professional services our customers cannot help but notice. Our core values of Exceptional Service, Accountability, Continual Improvement, and Opportunity for Growth drive our customers' success and include an inward focus on our team and interactions with each other. From our customer-facing teams to internal operations, we want to conduct business in a way all employees can proudly and confidently represent Vamonos IT. Our benefits include: Paid Federal Holidays Health, Dental, and Vision insurance options Simple IRA with matching Robust Paid Vacation Policy Continuing Education Assistance Short Term Disability Company provided life insurance Veterans are encouraged to apply Vamonos IT, LLC does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.
Remote work authorized, with occasional travel to customer facilities/company meetings as required. Full-Time The Quality Control Lead is responsible for ensuring that all service desk operations meet established quality standards and deliver consistent, customer-focused results. This role requires an individual with in-depth knowledge of service desk best practices and proven experience in quality assurance. The Quality Control Lead will develop, monitor, and enforce quality measures to maintain operational excellence, compliance, and customer satisfaction. Responsibilities
Quality Assurance & Oversight
Define, implement, and maintain quality standards, processes, and metrics for service desk operations. Review incident tickets, service requests, and resolutions to ensure accuracy, timeliness, and adherence to best practices. Conduct regular quality audits, providing detailed feedback and corrective action recommendations.
Performance Monitoring & Reporting
Track, analyze, and report on service desk performance metrics (SLAs, KPIs, customer satisfaction). Identify trends, recurring issues, and areas of improvement. Prepare and deliver quality reports to leadership and stakeholders.
Continuous Improvement
Recommend process enhancements to improve efficiency, accuracy, and customer service. Collaborate with service desk leadership to implement corrective actions and best practices. Provide coaching, training, and guidance to staff on quality expectations and standards.
Compliance & Best Practices
Ensure service desk operations comply with organizational policies and industry standards. Serve as the subject matter expert on service desk best practices and quality management. Support readiness for internal and external audits.
Required Qualifications
Minimum of three (3) years of experience performing quality control duties in any field. In-depth knowledge of service desk best practices, including ITIL or other service management frameworks. Strong analytical skills with the ability to evaluate performance metrics and identify improvements. Excellent attention to detail, documentation, and reporting skills. Strong interpersonal and communication skills to provide constructive feedback and collaborate across teams. Preferred Skills and Competencies
Experience with service desk tools (e.g., ServiceNow, Remedy, Jira). Familiarity with quality frameworks (ISO, Six Sigma, CMMI). Certification in ITIL, quality management, or project management. Ability to balance quality assurance with operational demands in a fast-paced environment. Our experienced team of technical Subject Matter Experts and Professional Project Managers deliver solutions to the toughest challenges in enterprise cloud computing and infrastructure management within the Homeland Security and Federal civilian landscape. Our Mission is to set the bar in service delivery excellence, providing professional services our customers cannot help but notice. Our core values of Exceptional Service, Accountability, Continual Improvement, and Opportunity for Growth drive our customers' success and include an inward focus on our team and interactions with each other. From our customer-facing teams to internal operations, we want to conduct business in a way all employees can proudly and confidently represent Vamonos IT. Our benefits include: Paid Federal Holidays Health, Dental, and Vision insurance options Simple IRA with matching Robust Paid Vacation Policy Continuing Education Assistance Short Term Disability Company provided life insurance Veterans are encouraged to apply Vamonos IT, LLC does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.