Technology Service Desk Quality Control Lead

Overview

The Quality Control Lead is responsible for developing, implementing, and maintaining the Quality Control Plan (QCP) in compliance with CBP contract requirements. This position ensures that all deliverables meet or exceed the Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) specified in the contract. The QC Lead provides oversight of quality assurance processes, identifies performance gaps, and ensures corrective actions are implemented in a timely manner.

The QC Lead will establish quality metrics, monitor agent performance, analyze trends, and implement corrective actions to ensure high customer satisfaction and mission success.

This role requires close coordination with CBP stakeholders, Contractor Program Management, and the Service Desk operations team to ensure consistent, measurable, and high-quality service delivery across all support channels.

This position is being posted to build a pipeline for future work. Position is dependent upon award of work.

Qualifications

• 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 with the ability to brief executive leadership
• Demonstrated ability to lead quality programs in federal or large-scale enterprise environments

Preferred

• HDI or ITIL certifications (Foundation or higher).
• Prior experience supporting DHS/CBP or other federal IT service desk contracts.
• Experience leading quality programs and managing teams in 24x7x365 enterprise/global environments.

Responsibilities

Quality Management & Oversight

• Develop and maintain a Quality Control Plan (QCP) tailored to CBP requirements and contract deliverables.
• Conduct regular call, chat, and ticket audits to ensure strict adherence to CBP SOPs, ITSM processes, and performance standards.
• Identify and document systemic issues, process inefficiencies, and agent-level performance gaps such as inconsistent adherence or low First Contact Resolution (FCR)—and recommend corrective solutions.
• Implement a closed-loop feedback system for addressing deficiencies with measurable corrective actions.

Performance Monitoring & Reporting

• Establish quality metrics (FCR, AHT, CSAT, SLA compliance, escalation trends) aligned with CBP performance objectives.
• Provide weekly, monthly, and quarterly quality reports to CBP leadership and Patriot Program Management.
• Lead Root Cause Analysis (RCA) for service-impacting incidents, outages, or spikes in call volume.
• Conduct after-action reviews (AARs) and present lessons learned with action plans.

Continuous Service Improvement

• Partner with Training & Knowledge Management teams to address skill gaps through refresher training, SOP updates, and knowledge base enhancements.
• Facilitate monthly process deep dives to identify improvement opportunities in workflows, documentation, and escalation procedures.
• Ensure knowledge base accuracy by auditing scripted responses, FAQs, and technical troubleshooting guides.
• Proactively introduce automation, analytics, and process efficiencies to reduce errors and improve customer satisfaction.

Leadership & Stakeholder Engagement

• Serve as the primary point of contact for all quality-related issues for CBP stakeholders.
• Mentor and coach Patriot service desk supervisors and agents on best practices and quality assurance standards.
• Oversee compliance with federal government policies, Patriot LLC procedures, and contractual obligations.
• Contribute to staff performance reviews, training plans, and policy enforcement.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.