Mks2, Llc
Job Title: Quality Control Lead
Location:
Hybrid – Ashburn, VA, San Antonio, TX or Orlando, FL Clearance Requirement: Must be able to pass a T4 (Public Trust) investigation Citizenship Requirement: U.S. Citizens only (Lawful Permanent Residents are not eligible) Target Salary:
$85,000-$110,000 Position Overview:
We are seeking a Quality Control Lead with deep expertise in service desk best practices
to support a federal contract. This hybrid role is based in either
Ashburn, VA,
San Antonio, TX or Orlando, FL , and will play a critical role in ensuring the quality and consistency of service desk operations and deliverables. The ideal candidate will have experience implementing quality assurance frameworks, conducting audits, and driving continuous improvement initiatives in a service desk environment. Familiarity with federal IT service standards and performance metrics is highly desirable. Key Responsibilities:
Develop and implement quality control processes and procedures for service desk operations. Monitor service desk performance and ensure compliance with established standards and SLAs. Conduct regular audits and assessments to identify gaps and recommend improvements. Collaborate with service desk leadership and technical teams to resolve quality issues. Provide training and guidance to staff on quality standards and best practices. Prepare reports and documentation for internal and client review. Support incident and problem management processes with a focus on root cause analysis and resolution quality. Minimum Qualifications:
U.S. Citizenship (required due to DHS system access regulations). Ability to pass a T4 Public Trust investigation.
Candidates who have already passed a T4 or T5 investigation are strongly preferred.
In-depth knowledge of service desk best practices and quality assurance methodologies. Experience in a government or contractor environment is a plus. Strong analytical, communication, and organizational skills. Proficiency in service desk tools and reporting platforms. DHS and/or CBP experience is a strong plus.
#J-18808-Ljbffr
Location:
Hybrid – Ashburn, VA, San Antonio, TX or Orlando, FL Clearance Requirement: Must be able to pass a T4 (Public Trust) investigation Citizenship Requirement: U.S. Citizens only (Lawful Permanent Residents are not eligible) Target Salary:
$85,000-$110,000 Position Overview:
We are seeking a Quality Control Lead with deep expertise in service desk best practices
to support a federal contract. This hybrid role is based in either
Ashburn, VA,
San Antonio, TX or Orlando, FL , and will play a critical role in ensuring the quality and consistency of service desk operations and deliverables. The ideal candidate will have experience implementing quality assurance frameworks, conducting audits, and driving continuous improvement initiatives in a service desk environment. Familiarity with federal IT service standards and performance metrics is highly desirable. Key Responsibilities:
Develop and implement quality control processes and procedures for service desk operations. Monitor service desk performance and ensure compliance with established standards and SLAs. Conduct regular audits and assessments to identify gaps and recommend improvements. Collaborate with service desk leadership and technical teams to resolve quality issues. Provide training and guidance to staff on quality standards and best practices. Prepare reports and documentation for internal and client review. Support incident and problem management processes with a focus on root cause analysis and resolution quality. Minimum Qualifications:
U.S. Citizenship (required due to DHS system access regulations). Ability to pass a T4 Public Trust investigation.
Candidates who have already passed a T4 or T5 investigation are strongly preferred.
In-depth knowledge of service desk best practices and quality assurance methodologies. Experience in a government or contractor environment is a plus. Strong analytical, communication, and organizational skills. Proficiency in service desk tools and reporting platforms. DHS and/or CBP experience is a strong plus.
#J-18808-Ljbffr