Service Quality Manager

Position: Service Quality Manager Location: Alexandria, VA Work Environment: Hybrid Clearance Required: Secret Status: Contingent Upon Contract Award Knowesis is seeking a results-driven Service Quality Manager to support the DoD OIG OCIO in enhancing the quality, consistency, and responsiveness of IT services across the enterprise. This role focuses on benchmarking performance, refining service delivery, and implementing continuous improvement strategies. The ideal candidate will bring a strong background in quality assurance, performance metrics, and stakeholder engagement to drive measurable outcomes and elevate service standards. To be eligible for this position, candidates must possess U.S. Citizenship without the need for sponsorship, both now and in the future. Applicants without proof of U.S. Citizenship will not be considered due to the position's security clearance requirements. The Job Duties and Responsibilities include but are not limited to the following: Quality Analysis & Performance Improvement * Conduct consulting and business impact analysis to improve IT service efficacy. * Analyze existing business processes and recommend actionable improvements. * Establish and refine Key Performance Indicators (KPIs) to measure and monitor IT service quality across divisions. * Document and resolve complex QA-related issues; perform workflow analysis and recommend enhancements. End-User Engagement & Service Follow-Up * Provide follow-up services to ensure end-user needs are met efficiently and interventions are effective. * Engage across help desk, operations, requirements gathering, and service delivery functions. Documentation & Governance * Collect, process, and distribute After-Action Reviews (AARs); maintain and mature the AAR process. * Develop and maintain IT Quality Management Program documentation, including plans, procedures, metrics, and training materials. * Review internal control systems and develop a risk program report aligned with the Risk Management and Internal Control Program. * Produce a comprehensive Service Quality Management Report summarizing findings, metrics, and recommendations. Required Qualifications: * Bachelor's degree in Business, IT, or related field (Master's preferred). * 5+ years of experience in service quality management, performance analysis, or IT operations. * Strong understanding of federal IT service delivery and governance frameworks. * Proven ability to develop KPIs, conduct QA analysis, and lead process improvement initiatives. * Excellent communication, documentation, and stakeholder engagement skills. Benefits: * Health (PPO & HDHP) Paid Time Off * Company Paid STD & LTD, and Basic Life Insurance * 401k Company Match * Paid Time Off * Multiple Voluntary Products Knowesis is committed to providing equal employment opportunities to all individuals based on merit and qualifications. We prohibit discrimination in all aspects of employment as required by Title VII of the Civil Rights Act and other applicable federal laws. Our company values all applicants and employees and fosters a work environment where everyone is treated with respect and dignity.