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IT Contact Center Service Desk Quality Control Lead
2 weeks ago
Job Location:Springfield, VA, Ashburn, VA, Orlando, FL, or San Antonio,TX
IT Contact Center 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 Contact Center Service Desk Quality Control Lead in support of a program for CBP TSD (technology Service Desk) at the Department of Homeland Security (DHS). The Program provides IT support for over 65,000 users worldwide. As the Quality Control Lead, you 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 hours a day, seven days a week, 365 days a year. The position requires working on site and may be eligible for some remote work if approved by the Program Manager.
Responsibilities:
- Develop and update SOPs for 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 improvement areas.
- 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 related discipline.
- 5+ years' experience in IT service desk operations, including 3+ years in quality control roles in a contact center.
- 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/non-technical stakeholders.
- Possesses ITIL v4 certification or commit to obtaining it within 6 months.
- Must be a US Citizen and pass a government Public Trust Security clearance with the DHS.
- Experience with one of the following agencies is preferred; USCIS, CISA, CBP, FEMA, ICE
