Responsibilities & Qualifications
RESPONSIBILITIES
- Demonstrated ability for oral and written communication with the highest levels of management.
- Develop, implement, and maintain QA processes and procedures for the IT Help Desk.
- Monitor and evaluate the performance of help desk staff to ensure compliance with established standards and procedures.
- Conduct regular audits of help desk interactions and service tickets to assess quality and identify areas for improvement.
- Analyze performance data to identify trends, root causes of issues, and opportunities for improvement.
- Report on quality metrics to management and stakeholders, providing actionable insights and recommendations.
- Design and deliver training programs to help desk staff to ensure they are equipped with the necessary skills and knowledge.
- Conduct regular training sessions and workshops to address identified gaps in performance and promote best practices.
- Lead continuous improvement initiatives to enhance the quality and efficiency of help desk operations.
- Collaborate with IT and other departments to implement changes and improvements based on QA findings.
- Stay current with industry trends and best practices in IT help desk operations and quality assurance.
- Maintain effective communication with clients and stakeholders to ensure their needs and expectations are met.
- Address client concerns and feedback regarding help desk services, working to resolve issues promptly and satisfactorily.
- Demonstrated experience in an IT environment.
- Experience managing performance-based contract TOs.
- Demonstrated experience with the ITIL framework.
REQUIRED QUALIFICATIONS
- Bachelor’s degree.
- 8 years of experience in Quality Management.
- Strong knowledge of IT help desk processes, tools, and best practices.
- Experience with quality management frameworks and methodologies (e.g., ISO 9001, Six Sigma).
- Excellent analytical, problem-solving, and decision-making skills.
- Proven ability to lead and motivate a team, fostering a culture of continuous improvement.
- Strong communication and interpersonal skills, with the ability to effectively interact with clients and stakeholders.
- Successful passing of Capitol Police background check.
- Relevant certifications (e.g., ITIL, Six Sigma, HDI) are a plus.
Overview
We are seeking a Quality Assurance Manager to join our team supporting the United States Senate, Washington, DC. This program provides comprehensive services for Local Area Networks (LANs) and Wide Area Networks (WANs), supporting around roughly 12,000 users. The program covers the acquisition, delivery, configuration, integration, and upgrade of IT products, along with installation and on-site maintenance, including help desk services. Additional support includes hardware delivery, moves, upgrades in state offices, and technical assistance for systems, ensuring efficient, secure, and up-to-date IT infrastructure.
We are looking for an experienced and detail-oriented Quality Assurance (QA) Manager to oversee the quality assurance processes for our customer. The QA Manager will be responsible for ensuring that all help desk services meet or exceed client expectations and contractual obligations. This role requires a deep understanding of IT help desk operations, strong analytical skills, and the ability to lead a team in delivering top-quality support.
TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well-planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.
We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.
Visit us at www.TekSynap.com.
Apply now to explore jobs with us!
The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.
By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP".
Additional Job Information
COMPETENCIES
- Establish Focus
- Change Management
- Develop Others
- Oral Communication
- Written Communication
- Interpersonal Awareness
- Build Relationships
- Analytical Thinking
- Conceptual Thinking
- Strategic Thinking
- Technical Expertise
- Initiative
- Foster Innovation
- Results Oriented
- Teamwork
- Customer Service
WORK ENVIRONMENT AND PHYSICAL DEMANDS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Location: Washington D.C.
- Type of environment: Varies
- Noise level: (Low, Medium, High)
- Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
- Amount of Travel: 10%
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
WORK AUTHORIZATION/SECURITY CLEARANCE
Citizenship: US Citizen
Successful passing of Capitol Police background check.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
EQUAL EMPLOYMENT OPPORTUNITY
In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.
TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.
#J-18808-Ljbffr
