Job Description

Job Description

Job Description

DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees. DVS is an employee-centric employer that provides competitive compensation, comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.

At DVS, we recognize that our employees are our number one resource. If you are a problem-solving people-person, apply today!

Overview: We are seeking a highly qualified Project Manager | Quality Control Lead to oversee the 24x7x365 operations of the Technology Service Desk (TSD). This role will support over 65,000 employees, contractors, trade partners, and participating government agencies at more than 1,800 locations worldwide.

The Quality Control Lead will manage Tier I and Tier II support operations, including incident response, resolution, and escalation for nearly 300 custom and commercial off-the-shelf (COTS) system applications. The role will also provide advanced support for mobile devices, email, and remote access while ensuring seamless program management, quality assurance, and staff training.

Key Responsibilities:

• Service Desk Management:
  • Oversee 24x7x365 Technology Service Desk operations, ensuring high-quality IT support services.
  • Manage Tier I and Tier II support, including incident response, resolution, and escalation for custom and COTS applications.
  • Provide advanced support for mobile devices, email, and remote access.
• Program Management:
  • Develop and maintain robust program management strategies to align with evolving technology enterprise needs.
  • Lead transition activities to ensure seamless operations and minimize disruption.
• Quality Assurance:
  • Implement and maintain service desk best practices to meet performance and quality standards.
  • Conduct regular quality control assessments and identify opportunities for improvement.
• Staff Training and Development:
  • Train and mentor service desk staff to maintain high performance and adaptability.
  • Update procedures and train staff to accommodate changes in the technology enterprise.
• Communication and User Support:
  • Effectively communicate technology enhancements and updates to users.
  • Ensure customer-focused IT support services and maintain a high level of user satisfaction.

Qualifications:

• In-depth knowledge of service desk best practices.
• A minimum of three (3) years of experience in quality control within a service desk environment.
• Proven experience managing Tier I and Tier II IT support operations.
• Strong program management and quality assurance skills.
• Excellent communication, training, and team leadership abilities.

• Experience supporting large-scale federal government IT service desk operations.
• Familiarity with relevant systems and applications.

Preferred Qualifications:

• Certifications in IT service management (e.g., ITIL, PMP).

Physical and Mental Qualifications:

• Be able to maintain awareness during scheduled working hours.
• Prolonged periods sitting or standing at desk and working on a computer (mouse and keyboard)
• Able to lift up to 15 pounds.
• Excellent verbal and written communication; good command of the English language
• Execute tasks independently and work as a team.
• Learns and memories routine tasks.
• Strong organizational, grammar, business correspondence, and self-management skills
• Candidates must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodation will be provided for employees with disabilities.
• DVS retains the right to change or assign other duties to this position.

DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.

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