Quality Assurance Lead
1 week ago
Responsibilities
- Service Desk Management:
- Oversee 24x7x365 Technology Service Desk operations, ensuring high-quality IT support services.
- Manage Tier I and Tier II support, including incident response, resolution, and escalation for custom and COTS applications.
- Provide advanced support for mobile devices, email, and remote access.
- Program Management:
- Develop and maintain robust program management strategies to align with evolving technology enterprise needs.
- Lead transition activities to ensure seamless operations and minimize disruption.
- Quality Assurance:
- Implement and maintain service desk best practices to meet performance and quality standards.
- Conduct regular quality control assessments and identify opportunities for improvement.
- Staff Training and Development:
- Train and mentor service desk staff to maintain high performance and adaptability.
- Update procedures and train staff to accommodate changes in the technology enterprise.
- Communication and User Support:
- Effectively communicate technology enhancements and updates to users.
- Ensure customer-focused IT support services and maintain a high level of user satisfaction.
Salary: $120,000 - $150,000 per year
Estimated Annual Salary Range: Based on national averages and industry standards, we estimate the annual salary for this position to be between $120,000 and $150,000.
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