Quality Assurance Manager Job Washington area,District of Columbia USA,IT/Tech

Responsibilities & Qualifications

RESPONSIBILITIES

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 ensure their needs and expectations are met.

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 Local Area Networks (LANs) and Wide Area Networks (WANs), supporting around roughly 12,000 users. The program covers the acquisition, delivery, configuration, integration, and upgrade of IT products, along with installation and on-site maintenance, including help desk services. Additional support includes hardware delivery, moves, upgrades in state offices, and technical assistance for systems, ensuring efficient, secure, and up-to-date IT infrastructure.

We are looking for an experienced and detail-oriented Quality Assurance (QA) Manager to oversee the quality assurance processes for our customer. The QA Manager will be responsible for ensuring that all help desk services meet or exceed client expectations and contractual obligations. This role requires a deep understanding of IT help desk operations, strong analytical skills, and the ability to lead a team in delivering top-quality support.

Tek Synap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

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The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

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