Quality Assurance Manager

TekSynap; Washington (District of Columbia); On-site; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a Quality Assurance Manager to enhance the quality of IT help desk operations supporting the U.S. Senate. This role involves developing QA processes, conducting audits, and leading continuous improvement initiatives. The ideal candidate will have extensive experience in quality management, strong analytical skills, and the ability to foster a culture of excellence within the team. With a commitment to leveraging technology for government needs, this position offers a unique opportunity to make a significant impact in a fast-paced environment. Join a dedicated team and contribute to delivering top-quality support to federal clients.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401K

Life Insurance

Disability Plans

Vacation

Holidays

Qualifications

• 8+ years of experience in Quality Management in an IT environment.
• Strong knowledge of IT help desk processes and quality management methodologies.

Responsibilities

• Develop and maintain QA processes for the IT Help Desk.
• Conduct audits and analyze performance data to identify improvement areas.

Skills

Communication Skills

Analytical Skills

Problem-Solving

Leadership

Quality Management

Interpersonal Skills

Education

Bachelor's Degree

Tools

ITIL Framework

Quality Management Frameworks (ISO 9001, Six Sigma)

Job description

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Responsibilities & Qualifications

• Demonstrated ability for oral and written communication with the highest levels of management;
• Develop, implement, and maintain QA processes and procedures for the IT Help Desk;
• Monitor and evaluate the performance of help desk staff to ensure compliance with established standards and procedures;
• Conduct regular audits of help desk interactions and service tickets to assess quality and identify areas for improvement;
• Analyze performance data to identify trends, root causes of issues, and opportunities for improvement;
• Report on quality metrics to management and stakeholders, providing actionable insights and recommendations;
• Design and deliver training programs to help desk staff to ensure they are equipped with the necessary skills and knowledge;
• Conduct regular training sessions and workshops to address identified gaps in performance and promote best practices;
• Lead continuous improvement initiatives to enhance the quality and efficiency of help desk operations;
• Collaborate with IT and other departments to implement changes and improvements based on QA findings;
• Stay current with industry trends and best practices in IT help desk operations and quality assurance;
• Maintain effective communication with clients and stakeholders to meet their needs and expectations;
• Address client concerns and feedback regarding help desk services, working to resolve issues promptly and satisfactorily;
• Demonstrated experience in an IT environment;
• Experience managing performance-based contract TOs;
• Demonstrated experience with the ITIL framework.

Required Qualifications

• Bachelor’s degree;
• 8 years of experience in Quality Management;
• Strong knowledge of IT help desk processes, tools, and best practices;
• Experience with quality management frameworks and methodologies (e.g., ISO 9001, Six Sigma);
• Excellent analytical, problem-solving, and decision-making skills;
• Proven ability to lead and motivate a team, fostering a culture of continuous improvement;
• Strong communication and interpersonal skills, with the ability to effectively interact with clients and stakeholders;
• Successful passing of Capitol Police background check;
• Relevant certifications (e.g., ITIL, Six Sigma, HDI) are a plus.

Overview

We are seeking a Quality Assurance Manager to join our team supporting the United States Senate, Washington, DC.

This program provides comprehensive services for LANs and WANs, supporting roughly 12,000 users. It covers acquisition, delivery, configuration, integration, upgrade of IT products, installation, on-site maintenance, hardware delivery, moves, upgrades, and technical assistance, ensuring efficient, secure, and up-to-date IT infrastructure.

We are looking for an experienced and detail-oriented QA Manager to oversee quality assurance processes for our customer. The role requires a deep understanding of IT help desk operations, strong analytical skills, and leadership in delivering top-quality support.

TekSynap is a fast-growing high-tech company committed to leveraging the best of information technology to meet the needs of our Federal Government customers.

We offer a competitive benefits package including health, dental, vision, 401K, life insurance, disability plans, vacation, and holidays.

Visit us at www.TekSynap.com.

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