Technology Service Desk Quality Control Lead

This Technology Service Desk Quality Control Lead role is responsible for developing, implementing, and maintaining the Quality Control Plan (QCP) to ensure adherence to CBP contract requirements. The QC Lead will oversee quality assurance processes, identify performance gaps, and implement corrective actions to deliver high-quality service.

Requirements

• U.S. Citizenship (required for CBP clearance eligibility)
• Active CBP Public Trust clearance (or ability to obtain prior to start)
• Bachelor’s degree or equivalent experience in IT, Management, or Quality Assurance
• Minimum of 3 years of IT Service Desk or Quality Assurance leadership experience
• Demonstrated expertise with IT Service Management (ITSM) frameworks (ITIL v3/v4, HDI)
• Proficiency with ticketing systems such as ServiceNow, Remedy, or similar ticketing systems
• Strong analytical, documentation, and presentation skills
• Demonstrated ability to lead quality programs in federal or large-scale enterprise environments