Location: Remote (Ashburn, VA, Orlando, FL or San Antonio, TX only)
Clearance Requirement: CBP Background Investigation (BI)
We are currently looking to fill a Service Desk -Quality Control Lead role. Responsibilities & other details are listed below:
Responsibilities
- Lead the Quality Control and Performance Monitoring Program for the CBP Technology Service Desk (TSD).
- Implement and manage the contract’s Quality Control Plan (QCP), ensuring all services meet or exceed SLAs and performance standards.
- Track and analyze daily, weekly, and monthly metrics (e.g., call response time, ticket resolution, FCR, customer satisfaction).
- Develop and maintain quality assurance SOPs and ensure compliance with ITIL/HDI service desk best practices.
- Provide quality reviews and audits of incident tickets, knowledge articles, and escalation procedures.
- Support the Program Manager and Operations Manager by preparing performance dashboards, PMR reports, and corrective action plans.
- Identify process improvements and recommend changes to enhance efficiency, customer satisfaction, and service delivery.
- Serve as a key liaison with CBP leadership for quality assurance, reporting, and continuous improvement initiatives.
Eligibility & Qualifications
- U.S. Citizen with an active or favorably adjudicated CBP Background Investigation (T4/T5 BI).
- In-depth knowledge of service desk best practices (PWS requirement).
- Minimum 3+ years’ experience in IT service desk quality assurance, auditing, or performance management.
- Strong analytical skills with experience using ticketing systems (ServiceNow, Remedy, or similar) for QA/metrics tracking.
- Familiarity with ITIL/HDI frameworks for quality and service management.
- Excellent communication, documentation, and stakeholder engagement skills.
- Bachelor’s degree preferred; quality assurance or ITIL certifications (e.g., HDI Support Center Analyst, ISO/QA, Six Sigma) desirable.
Summary of Benefits
- 15 PTO days
- 11 paid holidays
- Medical Insurance with – 3 options (HSA with $600 Employer Contribution).
- Dental Insurance with no age limit orthodonture.
- Vision Insurance through EyeMed in and out of network coverage.
- Short Term and Long-Term Disability coverage with 100% premium support,
- Life insurance and AD&D with 100% premium support
- Supplemental Life Insurance
- Critical Care and Accident Insurance availability
- Pet Insurance through Nationwide
- Employee Assistance Program
- 401k with enrollment from day one. 4% deferral by company.
- $1500 Annual Training Budget
- $1500 Referral bonus
- Eligibility for annual merit and discretionary bonus
- Flexible work arrangements
Equal Opportunity Employer Minority/Female/Veterans/Disabled