IT Service Desk Quality Assurance Manager

International Executive Service Corps; Washington (District of Columbia); On-site; USD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking IT company dedicated to enhancing customer experience in federal solutions. As a Quality Assurance Manager, you will leverage your extensive experience in IT Service Management to lead a talented team, ensuring compliance with service level agreements and driving continuous improvement initiatives. This role offers the opportunity to make a significant impact on service delivery while collaborating with diverse stakeholders. If you are passionate about technology and committed to delivering exceptional service, this position is perfect for you. Embrace the chance to grow in a dynamic environment focused on people and innovation.

Qualifications

• 7-10 years in ITSM roles with a focus on Quality Assurance and Service Delivery.
• Experience managing large-scale service desks with compliance to SLAs and KPIs.

Responsibilities

• Lead cross-functional teams and manage daily operations in a federal IT environment.
• Drive Continuous Service Improvement initiatives and ensure quality assurance.

Skills

IT Service Management (ITSM)

Quality Assurance

Service Delivery

ITIL Compliance

Leadership

Process Improvement

Analytical Skills

Communication Skills

Education

Bachelor’s degree in information systems

Quality Assurance certifications

Tools

ServiceNow

Remedy

Tableau

Power BI

New Relic

SolarWinds

Job description

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

Grow with us! As a growing business, every NuAxis Innovations employee impacts the success and direction of this company. We all share a true passion for technology and enjoy working together to develop solutions, share ideas, and exchange knowledge. At NuAxis Innovations, we celebrate diversity and the unique perspective each team member brings to his/her job, team, and community. We are currently seeking a talented and motivated Quality Assurance Manager for a Full-Time position.

Job Description

• Quality Assurance Manager (QAM) with Enterprise IT Help Desk/Service Desk Background
• The ideal candidate for the QAM position, coming from a Help Desk/Service Desk background, should have the following qualifications and attributes tailored to enterprise IT environments:

Enterprise IT Help Desk/Service Desk:

• 7–10 years of progressive experience in IT Service Management (ITSM) roles, including Quality Assurance, Service Delivery, or IT Operations management.
• Experience managing large-scale enterprise service desks with at least 75+ Full-Time Equivalents (FTEs).
• Expertise in ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Background in leading or overseeing ITIL-compliant service desk operations and processes.

Federal IT Environment:

• Familiarity with federal contracts and regulations, including working under Public Trust or similar clearance requirements.
• Prior experience ensuring contract deliverables for federal clients are met or exceeded.

Leadership & Team Management:

• Proven ability to lead cross-functional teams, including mentoring staff and managing daily operations.
• Experience as a Deputy Program Manager (DPM) or similar leadership role, stepping in for the Program Manager when needed.

Process Improvement & Quality Assurance:

• Hands-on experience driving Continuous Service Improvement (CSI) initiatives within IT Help Desk or Service Desk operations.
• Skilled in conducting root cause analysis and implementing preventative measures to reduce ticket escalations and breaches.
• Knowledge of or participation in Capability Maturity Model Integration (CMMI) appraisals or certifications for service level improvements.

Service Desk Tools & Technologies:

• Proficient in ticketing systems such as ServiceNow, Remedy, or equivalent.
• Strong understanding of metrics reporting and data visualization tools for SLA and KPI tracking (e.g., Tableau, Power BI, or advanced Excel).
• Familiarity with automation tools for monitoring and reporting (e.g., New Relic, SolarWinds).

IT Service Management:

• Advanced understanding of ITIL frameworks (certified in ITIL v3 or ITIL 4).
• Proficiency in developing and implementing Quality Control Plans (QCPs) for service desk operations.
• Knowledge of enterprise-level ITSM tools and integration into broader IT ecosystems.

Analytical & Problem-Solving:

• Expertise in analyzing ticket trends, resolving incident escalations, and optimizing workflows to improve service delivery.
• Ability to assess SLA breaches, identify patterns, and recommend corrective actions.

Soft Skills:

• Strong communication skills for collaborating with federal stakeholders, internal teams, and executive leadership.
• Ability to train and mentor teams on best practices in service quality and customer service.
• Comfortable leading meetings with both technical and non-technical audiences.

Education & Certifications

Bachelor’s degree in information systems, Computer Science, Business Administration, or related field.

Certifications Required:

Quality Assurance certifications such as Six Sigma Green Belt, Lean Six Sigma, or ASQ CMQ/OE (Certified Manager of Quality/Organizational Excellence).

Preferred:

• ITIL Foundation Certification (able to obtain within 30 days)
• PMP (Project Management Professional) or equivalent certification.
• Service Desk-specific certifications such as HDI Support Center Manager or ITSM certifications.

Personal Attributes

Customer-Focused Mindset:

• Committed to delivering exceptional customer service and improving end-user experiences.
• Ability to empathize with and resolve customer issues quickly and effectively.

Stability & Dedication:

Proven retention in prior roles, demonstrating stability and commitment to organizational goals.

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!

Our Profile:

We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation.