Quality and Knowledge Lead

JR United Kingdom; Sunderland; Hybrid; GBP 40,000 - 46,000; Full time

Job summary

A leading company in IT is seeking a Quality & Knowledge Lead to enhance service delivery. The role involves monitoring IT ticket quality, maintaining a knowledge base, and promoting continuous improvement. This hybrid position requires 3 days of on-site work and offers an annual salary up to £46k.

Benefits

Discretionary annual bonus

Up to 5% matched pension contribution

Life assurance (4x annual salary)

25 days annual leave plus bank holidays

Cycle to work scheme

Salary sacrifice car scheme

Employee discounts via Edenred

Employee Assistance Programme (EAP)

Qualifications

• Proficiency in ticketing tools such as ServiceNow, Jira, and Zendesk required.
• Experience in service delivery or operations support environment preferred.
• Solid understanding of the ITIL framework is essential.

Responsibilities

• Monitor IT tickets for compliance and implement improvements.
• Develop and maintain a centralized IT knowledge base.
• Collaborate with teams to resolve inefficiencies in support workflows.

Skills

Ticketing tools

Knowledge management platforms

Data analysis

Continuous improvement

Analytical mindset

Tools

ServiceNow

Jira

Zendesk

Power BI

Visio

Job description

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Quality and Knowledge Lead, sunderland, tyne and wear

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Client:

TechNET IT Recruitment Ltd

Location:

sunderland, tyne and wear, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

4

Posted:

31.05.2025

Expiry Date:

15.07.2025

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Job Description:

Job Title: Quality & Knowledge Lead

Location: Hybrid – 3 days per week on-site in Newcastle Upon Tyne

Salary: Up to £46k per annum

Overview

We’re looking for a detail-oriented and proactive IT Quality & Knowledge Lead to join our Service Delivery team. This role is instrumental in improving the quality of IT support processes and maintaining a robust, accessible knowledge base for the wider organisation. You’ll work at the intersection of ticket assurance, knowledge management, and continuous service improvement—helping to enhance the overall user experience and IT service performance.

Key Responsibilities

Ticket Quality Assurance

• Regularly monitor IT tickets to ensure compliance with internal standards for accuracy, completeness, and timely resolution.
• Identify process gaps and implement improvements in ticket categorization, prioritization, and escalation.
• Conduct root cause analysis of recurring issues and work with technical teams to implement long-term fixes.
• Track performance metrics such as resolution time, first-call resolution rate, and customer satisfaction.
• Ensure consistent application of escalation protocols for high-priority or unresolved tickets.

Knowledge Management

• Develop and maintain a centralised IT knowledge base covering key processes, FAQs, and best practices.
• Ensure that documentation is accessible, up-to-date, and aligned with current systems and support activities.
• Deliver training and guidance to IT staff on effective knowledge sharing and documentation practices.
• Collect feedback from users to continuously enhance the relevance and usability of the knowledge base.

Process Improvement and Collaboration

• Collaborate with IT and operational teams to identify and resolve inefficiencies in support workflows.
• Use reporting and analytics to highlight areas for service improvement and proactively address service delivery issues.
• Promote a culture of continuous improvement and shared learning within the IT function.

Skills & Experience

• Proficiency in ticketing tools such as ServiceNow, Jira, or Zendesk.
• Familiarity with knowledge management platforms and documentation best practices.
• Solid understanding of the ITIL framework, including incident, problem, and change management.
• Experience with data analysis tools such as Power BI and process mapping using Visio.
• Strong written communication skills with the ability to produce clear, concise documentation.
• Ability to train and influence IT team members on process improvements and knowledge sharing.
• Analytical mindset with problem-solving skills and a continuous improvement focus.
• Experience in a service delivery or operations support environment.
• Prior exposure to hybrid workplace models and managing cross-site IT workflows.

What’s on Offer

• Discretionary annual bonus
• Up to 5% matched pension contribution
• Life assurance (4x annual salary)
• 25 days annual leave plus bank holidays
• Cycle to work scheme
• Salary sacrifice car scheme
• Employee discounts via Edenred
• Employee Assistance Programme (EAP)

This is a hybrid role, requiring 3 days per week on-site