Service Desk Quality Control Lead

Nationwide IT Services
vision insurance, paid holidays, 401(k)
United States
Sep 04, 2025
Service Desk Quality Control Lead Onsite in Ashburn, VA Ability to obtain and maintain a Public Trust clearance. Summary: Nationwide IT Services (NIS) is seeking a Service Desk Quality Control Lead for a potential opportunity on a Tier 1 and Service Desk with 150 staff. The Quality Control Lead is to track and report against specified quality metrics. This person will also create and manage quality enhancement programs. Responsibilities: Monitoring and ensuring that staff deliver the highest level of polite, professional, and effective customer service Monitoring and ensuring that staff comply with documented processes and procedures Remediation of complaints from customers and other support groups Continual service improvement based on trends in AQLs as well as positive/negative feedback from customers and other support groups. How process improvements and lessons learned will be captured and shared, to include recommending new communication channels at all levels. Identify and implement process improvements based on performance data, lessons learned, and stakeholder feedback Develop a framework for capturing and sharing best practices and lessons learned across teams Recommend and support the implementation of new communication channels to enhance collaboration and transparency Qualifications: In-depth knowledge of service desk best practices Strong understanding of federal contract performance standards and quality control methodologies Shall be customer-focused, responsive, reliable, and detail-oriented with solid managerial, communication, and problem-solving skills Minimum Qualifications: Minimum three (3) years' experience performing quality control on a Service Desk Ability to pass a background, credit check, and drug test Preferred Qualifications: Bachelor's degree NIS is an IT and Management consulting company and is a CVE-verified Service-Disabled Veteran-Owned Small Business. Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members. Our benefits package includes medical, dental, and vision insurance, life and disability insurance, a 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, an employee assistance program (EAP), and educational reimbursement, as well as pet insurance. Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability, or protected veteran status.