Security-Cleared ITSM Quality Lead

Probity; Chantilly (VA); On-site; USD 140,000 - 190,000; Full time

Job summary

Probity seeks a Quality Control Lead to support mission-critical IT services for Intelligence Sector customers in Chantilly, VA. The role partners with service owners, project management, operations, and engineering to ensure ITSM process compliance, SLA performance, audit readiness, and continual service improvement.

You translate operational data into actionable insights, drive corrective actions to closure, and produce executive-quality reports.

Qualifications

• 10+ years in IT service quality or related fields.
• Strong analytical abilities to translate data into trends.
• Experience with ITSM governance, incident, change and CMDB concepts.
• Auditing and quality review experience with corrective actions.

Responsibilities

• Translate operational data into trends, insights, and recommendations for leadership.
• Monitor SLA performance and drive root-cause analysis for incidents.
• Maintain audit-ready quality posture with documentation and evidence.
• Lead ITSM process improvements and CSI initiatives.
• Produce daily/weekly/monthly quality reports and communicate risks to stakeholders.

Skills

Analytical thinking

Stakeholder communication

ITSM knowledge

Data analytics

Dashboards

Auditing

Education

Doctorate (PhD)

Master's degree

Bachelor's degree

Associate's degree

HS diploma

Tools

ITSM tools

BI/Reporting tools

Dashboard software

Job description

Probity seeks a Quality Control Lead to support mission-critical IT services for Intelligence Sector customers in Chantilly, VA. The role partners with service owners, project management, operations, and engineering to ensure ITSM process compliance, SLA performance, audit readiness, and continual service improvement.

You translate operational data into actionable insights, drive corrective actions to closure, and produce executive-quality reports.