IT Call Center Service Desk Quality Control Lead

Job Description

Job Location : Springfield, VA , Ashburn, VA, Orlando, FL, or San Antonio,TX

IT 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 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 :