Knowesis Inc. · 3 months ago
Service Quality Manager
Alexandria, Virginia, United States
Full-time
Hybrid
Senior Level
5+ years expKnowesis Inc. 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.
AnalyticsInformation TechnologyManagement Consulting
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
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
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
Qualification
Required
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
Company
Knowesis Inc.
Knowesis is taken from the Greek word "noesis" which means the psychological result of perception, reasoning, and learning.
51-200 employees
Funding
Current Stage
Growth StageRecent News
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