IT Quality Assurance Manager Lead

4 days ago


Washington, Washington, D.C., United States DirectViz Solutions, LLC Full time

Job Overview

We are seeking a highly skilled IT Quality Assurance Manager to oversee quality assurance operations within a dynamic, global IT support environment. The role involves managing and improving the delivery of Tier I and Tier II IT support services for over 65,000 users across more than 1,800 locations worldwide.

About Us

DIRECTVIZ SOLUTIONS LLC is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. We provide innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees.

Salary and Benefits

$90,000 - $120,000 per year, plus comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.

Key Responsibilities

  • Lead quality assurance initiatives for a 24x7x365 Technology Service Desk operation.
  • Monitor and ensure adherence to service desk best practices for delivering customer-focused IT support services.
  • Oversee quality control processes related to Tier I and Tier II support, including incident response, resolution, and escalation for nearly 300 custom and COTS system applications.
  • Collaborate with program management and training teams to develop and implement quality improvement strategies.

Qualifications

  • Demonstrated expertise in service desk best practices.
  • Minimum of three (3) years of experience in quality control within IT support or service desk operations.
  • Strong analytical and problem-solving skills.

About Our Company Culture

We recognize that our employees are our number one resource. We value innovation, adaptability, and teamwork. If you are a problem-solving people-person looking for a challenging and rewarding opportunity, apply today.



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