BS Quality Control Lead

Probity Inc.; Chantilly (VA); On-site; USD 110,000 - 160,000; Full time

Job summary

Probity Inc. is seeking a Quality Control Lead to support mission-critical IT services for Intelligence Sector customers.

The role partners with service owners, PM, operations, and engineering to ensure ITSM process compliance, CSI, and audit readiness, translating data into actionable insights. Success is measured by improved SLA performance, reduced incidents, timely audit findings closure, and executive-quality reporting.

Qualifications

• 10 years of experience required, combination of work history and education
• Strong analytical skills to translate operational data into insights
• Experience with ITSM processes (incident, problem, change, request management, CMDB)
• Proven auditing or quality-review experience with corrective actions
• Experience building dashboards and executive‑level reports using ITSM/BI tools
• Strong written and verbal communication, ability to brief senior leaders
• Ability to manage multiple priorities in a fast-paced, operational environment

Responsibilities

• Translate IT service data into trends, insights, and recommendations for leadership
• Monitor SLA performance, near-misses, and recurring issues; drive resolution to closure
• Maintain audit-ready documentation, evidence management, and process adherence
• Develop and lead ITSM process, workflow, and SOP improvements for efficiency and quality
• Produce daily, weekly, and monthly quality reports covering metrics, findings, actions
• Communicate quality risks and issues to stakeholders and program leadership

Skills

Analytical skills

ITSM knowledge

Auditing experience

Dashboard reporting

Verbal & written comms

Multitasking

Independent work

Education

Doctorate + 3 years

Job description

PLEASE NOTE: This position requires an ACTIVE Top Secret/SCI Clearance with CI Polygraph. To be considered for this position, you MUST have an ACTIVE Clearance Level of Top Secret/SCI with CI Polygraph

Position Code: 19-PM0924-1

Description

Seeking a Quality Control Lead to support mission‑critical IT services for Intelligence Sector customers. This role partners closely with service owners, project management, operations, and engineering teams to ensure ITSM process compliance, SLA performance, audit readiness, and continual service improvement (CSI). The Quality Control Lead translates operational data into actionable insights, drives corrective actions to closure, and enables sustained quality improvements across enterprise IT operations.

Success in this role is measured by improved SLA performance, reduced repeat incidents, audit findings resolved on schedule, and high‑confidence, executive‑ready quality reporting.

The job duties are as follows:

• Service Quality & Performance Management
  • Translate IT service operational data into trends, insights, and actionable recommendations for leadership
  • Monitor SLA performance, near‑misses, and systemic defects; identify recurring issues and drive resolution to closure
  • Perform and facilitate root cause analysis for customer‑impacting incidents, SLA breaches, and repeated problems
• Audit, Governance & Compliance
  • Maintain an audit‑ready quality posture through disciplined documentation, evidence management, and process adherence
  • Audit service management team execution, including ITSM process compliance, documentation quality, and operational handoffs
  • Ensure quality activities align with program governance expectations, contract requirements, and SLA performance targets
• Identify and lead ITSM process, workflow, and SOP improvements to achieve:
  • Improved efficiency and reduced rework
  • Enhanced first‑time quality
  • Cost savings and performance gains
  • Support CSI communication and training for operations and engineering teams
• Reporting & Executive Communication
  • Produce daily, weekly, and monthly quality reports covering:
    • Service metrics, SLA trends, and performance indicators
    • Quality findings, risks, corrective actions, and improvement progress
  • Communicate quality risks and issues clearly to stakeholders and program leadership, recommending corrective actions
• Change, Release & Validation Support
  • Support quality testing and validation for new or changed systems, processes, and service workflows
  • Validate readiness and operational compliance for service changes prior to implementation

Requirements

• Candidate must have 10 years of experience that can be a combination of work history and education. This equates to a Doctorate and 3 years, master’s and 4 years, bachelor’s and 6 years, associates and 8 years or HS diploma and 10 years.
• Strong analytical skills with demonstrated ability to convert operational data into meaningful trends, insights, and recommendations
• Working knowledge of IT service operations and ITSM processes and practices, including incident, problem, change, request management, and CMDB/asset concepts
• Proven experience conducting audits or quality reviews, documenting findings, and driving corrective actions to closure
• Experience building dashboards and executive‑ready management reporting using ITSM tools and BI/reporting tools (tool‑agnostic)
• Strong written and verbal communication skills, including the ability to brief senior leaders
• Ability to manage multiple priorities in a high‑tempo, operational environment
• Ability to work independently with minimal supervision and interface regularly with leadership and stakeholders

Desired Qualifications

• Experience supporting government customers or programs with formal governance, SLA, and performance requirements
• Familiarity with audit preparation, assessments, and evidence retention in regulated environments
• Experience supporting quality validation for system releases or process changes
• Understanding of contractually governed IT service delivery environments
• Certifications (Preferred)
  • ITIL (any level), Lean / Six Sigma
  • ISO 9001 familiarity, CMMI familiarity, or equivalent QA / process improvement credentials