Systems Integration, Inc. (SII)
IT Service Desk Quality Control Lead
Systems Integration, Inc. (SII), Springfield, Virginia, us, 22161
Join to apply for the
IT Service Desk Quality Control Lead
role at
Systems Integration, Inc. (SII)
3 days ago Be among the first 25 applicants
Join to apply for the
IT Service Desk Quality Control Lead
role at
Systems Integration, Inc. (SII)
Job Location:
Northern Virginia, Orlando, FL, or TX
IT Service Desk Quality Control Lead
Systems Integration, Inc. (SII)
is a leading provider of customer experience, cloud-based services, and managed IT solutions.
We are seeking a motivated and customer-focused
IT Service Desk Quality Control Lead
in support of a program for a government agency at the Department of Homeland Security (DHS). The program provides IT support for over 65,000 users worldwide. As the Quality Control Lead, you will ensure Enterprise IT Service Desk operations meet performance standards by monitoring, auditing, and improving support processes for efficiency and compliance. The Service Desk support services are required 24/7, year-round. The position requires working onsite and may be eligible for some remote work if approved by the Program Manager.
Responsibilities
Develop and update SOPs to enhance efficiency and effectiveness for an IT Service Desk.
Ensure high-quality service delivery and adherence to best practices.
Monitor, evaluate, and continuously improve service desk operations.
Track incidents and customer feedback to identify areas for improvement.
Collaborate with stakeholders to optimize operations and training initiatives.
Prepare and analyze reports on service quality trends and corrective measures.
Drive compliance with performance standards and error remediation.
Qualifications
Associate or bachelor's degree in computer science, Information Systems, or a related discipline.
5+ years of experience in IT service desk operations, including 3+ years in quality control roles.
In-depth knowledge of service desk practices based on ITIL frameworks, ticketing systems (e.g., ServiceNow), incident management, audits, and compliance.
Experience in team mentoring and process improvement.
Effective communication with technical and non-technical stakeholders.
Possesses ITIL v4 certification or commits to obtaining it within 6 months.
Must be a US Citizen and pass a government Public Trust Security clearance with DHS.
Job posted by ApplicantPro
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Hospitals and Health Care, Non-profit Organizations, and Government Administration
#J-18808-Ljbffr
IT Service Desk Quality Control Lead
role at
Systems Integration, Inc. (SII)
3 days ago Be among the first 25 applicants
Join to apply for the
IT Service Desk Quality Control Lead
role at
Systems Integration, Inc. (SII)
Job Location:
Northern Virginia, Orlando, FL, or TX
IT Service Desk Quality Control Lead
Systems Integration, Inc. (SII)
is a leading provider of customer experience, cloud-based services, and managed IT solutions.
We are seeking a motivated and customer-focused
IT Service Desk Quality Control Lead
in support of a program for a government agency at the Department of Homeland Security (DHS). The program provides IT support for over 65,000 users worldwide. As the Quality Control Lead, you will ensure Enterprise IT Service Desk operations meet performance standards by monitoring, auditing, and improving support processes for efficiency and compliance. The Service Desk support services are required 24/7, year-round. The position requires working onsite and may be eligible for some remote work if approved by the Program Manager.
Responsibilities
Develop and update SOPs to enhance efficiency and effectiveness for an IT Service Desk.
Ensure high-quality service delivery and adherence to best practices.
Monitor, evaluate, and continuously improve service desk operations.
Track incidents and customer feedback to identify areas for improvement.
Collaborate with stakeholders to optimize operations and training initiatives.
Prepare and analyze reports on service quality trends and corrective measures.
Drive compliance with performance standards and error remediation.
Qualifications
Associate or bachelor's degree in computer science, Information Systems, or a related discipline.
5+ years of experience in IT service desk operations, including 3+ years in quality control roles.
In-depth knowledge of service desk practices based on ITIL frameworks, ticketing systems (e.g., ServiceNow), incident management, audits, and compliance.
Experience in team mentoring and process improvement.
Effective communication with technical and non-technical stakeholders.
Possesses ITIL v4 certification or commits to obtaining it within 6 months.
Must be a US Citizen and pass a government Public Trust Security clearance with DHS.
Job posted by ApplicantPro
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Hospitals and Health Care, Non-profit Organizations, and Government Administration
#J-18808-Ljbffr