Service Desk Quality Assurance Manager

Makpar Corporation is seeking to fill the Service Desk Quality Assurance Manager position.

• Position: Service Desk Quality Assurance Manager

• Location: Hybrid (4 days Remote, 1 day Onsite in Washington, D.C)

• Position Type: Full-time

• Clearance: None

• A Bachelor's Degree in Information Systems, Computer Science, Engineering, Business, or related field
• 5+ years of proven experience as a quality assurance manager role at an Enterprise Service Desk/Customer Service Desk or related role
• 3+ years of successful professional experience working in roles such as continual service improvement, quality control and design, or data analysis
• Excellent writing and verbal communication skills, and ability to create substantial relevant project documentation based on client requirements
• Thorough working knowledge of methodologies of quality assurance and standards – able to roll out a Quality Assurance Program, both from a Strategic and tactical level
• ITIL v4 Foundation – through experience applying same to drive quality improvements
• Quality Assurance certification such as American Society for Quality, Six Sigma Black Belt, etc., and proven documented experience.
• Candidate needs to have utilized the knowledge in a service desk environment focused on value, and automate using UX/HCD, AI/ML (for example can they explain in detail the DAMAIC in Six Sigma)
• Experienced in high profile customer-facing roles with ability to apply QM processes while being situationally aware (do they know what VOC is, that is voice of customer)
• Certifications (Preferred):

• Lean Six Sigma (Black)
• ITIL 4 cert
• HDI

• The Quality Assurance Manager will provide oversight and management of the federal contract in three key areas: Continual Service Improvement, Quality Control, and Data Analysis.
• Responsible for assuring the consistent quality of services, products, and solutions provided by the OCIO. This oversight includes:

• contributing information and analysis to strategic plans and reviews
• preparing and completing action plans; implementing production, productivity, quality, and customer-service standards
• identifying and resolving problems; completing audits; determining system improvements
• helping to implement change to move DOL closer to best-in-federal service.

• Continuously strive to improve understanding of project requirements, processes and deliverables required to contribute to successful project delivery.
• Investigate and analyze issues to root cause and propose the fix, verify, and validate the final solution.