Quality Assurance Manager [Remote]

Public Trust: BI Full 6C (T4)

Requisition Type: Regular

Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being and support of U.S. citizens.

Job Description

The Quality Assurance (QA) Manager supports the Operations function by ensuring service quality, operational stability, and SLA compliance across a federal enterprise platform. Reporting into the Operations organization, this role focuses on production service delivery and operational performance rather than traditional software development testing.

The QA Manager serves as a key partner to Operations leadership, providing oversight of SLA management, service quality, and performance governance across hosting/infrastructure, application development, operations, and Tier 1–Tier 3 Service Desk teams. This role ensures that incidents, outages, and service degradations are effectively measured, managed, and continuously improved in alignment with contractual and operational expectations.

This is a remote position. However, strong preference for someone local to the Falls Church area for weekly team meetings.

Responsibilities:

• Support Operations leadership in the definition, validation, tracking, and reporting of SLAs across incident response, resolution, and system performance.
• Ensure SLA measurement is driven by ServiceNow (or equivalent ITSM) data including accurate ticket lifecycle tracking.
• Maintain clear SLA calculation methodologies including business hours vs. 24x7 and outage vs. service degradation definitions.
• Provide visibility into SLA risks and support escalation of potential breaches.
• Monitor and manage production service quality across infrastructure, hosting, and application operations.
• Support release readiness, deployments, and post-implementation validation activities.
• Ensure operational processes align with system reliability, availability, and performance expectations.
• Ensure quality across Tier 1–Tier 3 support including ticket intake, categorization, prioritization, and escalation.
• Validate adherence to Help Desk SOPs including communication standards and ticket lifecycle governance.
• Drive improvements in first-touch resolution, backlog reduction, and ticket quality.
• Identify recurring incidents and support initiation and management of Problem records.
• Coordinate root cause analysis efforts across operations and engineering teams.
• Ensure corrective actions are defined, tracked, and completed.
• Collaborate with infrastructure teams to ensure performance aligns with service levels.
• Validate monitoring, alerting, and capacity management practices.
• Review system performance trends and operational health metrics.
• Develop and maintain SLA and operational performance reporting.
• Ensure reports are accurate, auditable, and traceable to ITSM data.
• Support governance reviews with data-driven insights.
• Ensure alignment with federal security and compliance frameworks (FedRAMP, FISMA, NIST).
• Support audit readiness, evidence collection, and continuous monitoring activities.
• Ensure secure handling of sensitive data.
• Analyze operational trends across incidents, SLAs, and performance.
• Recommend and implement improvements to processes and workflows.
• Maintain SOPs and operational documentation.
• Coordinate with development teams for production defect resolution and release readiness.
• Ensure issues are documented and prioritized based on operational impact.
• Serve as the operations-aligned quality voice to development teams.

Required Skills:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT Operations, Service Quality, or IT Service Management in a federal or regulated environment.
• Must have experience managing SLA's.
• Experience with ServiceNow or similar ITSM platforms.
• Experience with SLA management, incident/problem management, and reporting.
• Working knowledge of FedRAMP, FISMA, NIST 800-53, and ITIL practices.

Desired Skills:

• Experience supporting hosting, infrastructure, or cloud environments.
• Familiarity with APM tools and enterprise integrations.
• Certifications such as ITIL, Security+, or CISSP
• Strong operational mindset focused on service delivery and reliability.
• Ability to work effectively within an Operations-led environment.
• Data-driven approach to SLA performance and continuous improvement.
• Strong communication skills and attention to detail.

Work Requirements

Years of Experience

5 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

Less than 10%