Service Quality Manager
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Job Location:
Alexandria - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Work Environment: Hybrid
Clearance Required: Secret
Knowesis is seeking a results-driven Service Quality Manager to support the DoD OIG OCIO in enhancing the quality consistency and responsiveness of IT services across the enterprise. This role focuses on benchmarking performance refining service delivery and implementing continuous improvement strategies. The ideal candidate will bring a strong background in quality assurance performance metrics and stakeholder engagement to drive measurable outcomes and elevate service standards.
To be eligible for this position candidates must possess U.S. Citizenship without the need for sponsorship both now and in the future. Applicants without proof of U.S. Citizenship will not be considered due to the positions security clearance requirements.
The Job Duties and Responsibilities include but are not limited to the following:
Quality Analysis & Performance Improvement
- Conduct consulting and business impact analysis to improve IT service efficacy.
- Analyze existing business processes and recommend actionable improvements.
- Establish and refine Key Performance Indicators (KPIs) to measure and monitor IT service quality across divisions.
- Document and resolve complex QA-related issues; perform workflow analysis and recommend enhancements.
End-User Engagement & Service Follow-Up
- Provide follow-up services to ensure end-user needs are met efficiently and interventions are effective.
- Engage across help desk operations requirements gathering and service delivery functions.
Documentation & Governance
- Collect process and distribute After-Action Reviews (AARs); maintain and mature the AAR process.
- Develop and maintain IT Quality Management Program documentation including plans procedures metrics and training materials.
- Review internal control systems and develop a risk program report aligned with the Risk Management and Internal Control Program.
- Produce a comprehensive Service Quality Management Report summarizing findings metrics and recommendations.
Required Qualifications:
- Bachelors degree in Business IT or related field (Masters preferred).
- 5 years of experience in service quality management performance analysis or IT operations.
- Strong understanding of federal IT service delivery and governance frameworks.
- Proven ability to develop KPIs conduct QA analysis and lead process improvement initiatives.
- Excellent communication documentation and stakeholder engagement skills.
Benefits:
- Health (PPO & HDHP) Paid Time Off
- Company Paid STD & LTD and Basic Life Insurance
- 401k Company Match
- Paid Time Off
- Multiple Voluntary Products
Knowesis is committed to providing equal employment opportunities to all individuals based on merit and qualifications. We prohibit discrimination in all aspects of employment as required by Title VII of the Civil Rights Act and other applicable federal laws. Our company values all applicants and employees and fosters a work environment where everyone is treated with respect and dignity.
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Kitchen Experience
- Dealership Experience
- Food Safety Experience
- Management Experience
- Auto Service Management
- Maintenance
- Operations Management
- Cash Handling
- Leadership Experience
- Supervising Experience
- Automotive Service
