Quality Manager - Helpdesk (Onsite - Washington, D.C.)
Apply NowCompany: Maximus
Location: Washington, DC 20011
Description:
Description & Requirements
Maximus is currently looking for a Quality Manager - Helpdesk to join our team.
The Helpdesk and IT Support Program will provide services for workstation and server hardware, operating system software, application software as well as help desk services, break-fix and maintenance services, and on-site maintenance. Hardware acquisition, maintenance and support for, workstations, laptops, file servers, scanners, printers, videoconferencing, televisions, and wireless mobile technology. The Quality Manager - Helpdesk will be responsible for developing and implementing quality assurance surveillance plans, performing inspections, and documentation of inspection forms and reports..
*Position is contingent upon contract award*
This is an onsite role at our Washington D.C. office.
Essential Duties and Responsibilities:
- Communicate job expectations to information technology staff by planning, monitoring and appraising job performance.
- Maintain staff by recruiting, selecting, orientation and training employees, maintain a safe and secure work environment.
- Maintain organizational effectiveness and efficiencies by defining, delivering, and supporting strategic plans for implementing information technologies.
- Oversee technical activities to ensure successful project execution and meeting of requirements.
- Ensure team is following established best practices for resolving employee technical issues.
- Direct technological endpoints standards by studying organizational goals, strategies, practices, and user projects.
- Complete project by coordinating resources and timetables with user departments.
- Act as an escalation point for end user requests and incidents.
- Manage and perform supervisory duties on a daily basis for the Desktop Support Services Team, and ensure procedures and processes are adhered to.
- Compile weekly, quarterly and annual reports and metrics. Provide data and reporting of KPI's and trends to IT leadership.
Quality Assurance:
- Develop and implement quality assurance policies and procedures for asset management, installation, and helpdesk operations.
Performance Monitoring:
- Monitor and evaluate the performance of helpdesk staff and processes to ensure compliance with established standards.
Asset Management:
- Monitor and evaluate the tracking and management of IT assets, ensuring accurate inventory and proper maintenance.
Installation:
- Ensure the quality and efficiency of IT installations, including hardware and software setups.
Customer Satisfaction:
- Analyze customer feedback and helpdesk metrics to identify areas for improvement.
Reporting:
- Generate regular reports on quality assurance activities and performance metrics for senior management.
Continuous Improvement:
- Drive continuous improvement initiatives to enhance the overall quality of IT services.
Government Contract Quality Assurance Knowledge:
- In-depth understanding of government contract quality assurance processes and regulations.
- Familiarity with FAR and other relevant guidelines.
Quality Management Expertise:
- Experience in managing quality assurance activities for large-scale contracts.
- Ability to develop and apply efficient procedures for quality assurance actions under the contract.
Technical Acumen:
- Proficiency in assessing the quality of IT supplies, services, and deliverables.
- Knowledge of industry standards and best practices.
Risk Assessment and Mitigation:
- Ability to identify and assess risks related to contract performance.
- Developing strategies to mitigate quality-related risks.
Inspection and Surveillance:
- Designing and implementing quality assurance surveillance plans in conjunction with the statement of work.
- Performing inspections at various stages of manufacture or service delivery.
- Documenting inspections using appropriate forms or reports.
Stakeholder Communication:
- Effective communication with contractors, subcontractors, and government personnel.
- Collaborating with project managers, vendors, and other stakeholders.
Contract Compliance:
- Ensuring that supplies and services meet contract requirements.
- Monitoring adherence to quality standards and specifications.
Reporting and Documentation:
- Maintaining accurate records of quality assurance activities.
- Preparing reports for senior management and government officials.
Continuous Improvement:
- Implementing processes for continuous quality improvement.
- Identifying areas for enhancement and recommending corrective actions.
Ethical Conduct:
- Upholding ethical standards in quality assurance practices.
- Avoiding conflicts of interest and ensuring transparency.
Minimum Requirements
- Bachelor's degree from an accredited college or university; Computer Science or Business field of study preferred.
- 5 years' experience performing and implementing strategic operational analysis and solution development, including general project management in IT/Business environments.
- Experience in formal project management practices similar to those published by the Project Management Institute (PMI).
- Experience in delivering IT infrastructure projects.
- Experience in implementing software projects from requirements through implementation.
- Strong interpersonal and team building skills, as well as an understanding of client relationship building are essential.
- Excellent verbal and writing skills and be comfortable working with customers.
- Excellent organizational, interpersonal, written, and verbal communication skills.
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
- Ability to execute many complex tasks simultaneously, and work as a team member as well as independently.
- Bachelor's degree in a relevant field (such as computer science, information technology, or business administration).
- Five (5) to eight (8) years' experience in developing, implementing, and managing QA processes and strategies for software or IT projects.
- Certifications such as PMP or ITIL
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Minimum Salary
$
110,000.00
Maximum Salary
$
170,000.00
Maximus is currently looking for a Quality Manager - Helpdesk to join our team.
The Helpdesk and IT Support Program will provide services for workstation and server hardware, operating system software, application software as well as help desk services, break-fix and maintenance services, and on-site maintenance. Hardware acquisition, maintenance and support for, workstations, laptops, file servers, scanners, printers, videoconferencing, televisions, and wireless mobile technology. The Quality Manager - Helpdesk will be responsible for developing and implementing quality assurance surveillance plans, performing inspections, and documentation of inspection forms and reports..
*Position is contingent upon contract award*
This is an onsite role at our Washington D.C. office.
Essential Duties and Responsibilities:
- Communicate job expectations to information technology staff by planning, monitoring and appraising job performance.
- Maintain staff by recruiting, selecting, orientation and training employees, maintain a safe and secure work environment.
- Maintain organizational effectiveness and efficiencies by defining, delivering, and supporting strategic plans for implementing information technologies.
- Oversee technical activities to ensure successful project execution and meeting of requirements.
- Ensure team is following established best practices for resolving employee technical issues.
- Direct technological endpoints standards by studying organizational goals, strategies, practices, and user projects.
- Complete project by coordinating resources and timetables with user departments.
- Act as an escalation point for end user requests and incidents.
- Manage and perform supervisory duties on a daily basis for the Desktop Support Services Team, and ensure procedures and processes are adhered to.
- Compile weekly, quarterly and annual reports and metrics. Provide data and reporting of KPI's and trends to IT leadership.
Quality Assurance:
- Develop and implement quality assurance policies and procedures for asset management, installation, and helpdesk operations.
Performance Monitoring:
- Monitor and evaluate the performance of helpdesk staff and processes to ensure compliance with established standards.
Asset Management:
- Monitor and evaluate the tracking and management of IT assets, ensuring accurate inventory and proper maintenance.
Installation:
- Ensure the quality and efficiency of IT installations, including hardware and software setups.
Customer Satisfaction:
- Analyze customer feedback and helpdesk metrics to identify areas for improvement.
Reporting:
- Generate regular reports on quality assurance activities and performance metrics for senior management.
Continuous Improvement:
- Drive continuous improvement initiatives to enhance the overall quality of IT services.
Government Contract Quality Assurance Knowledge:
- In-depth understanding of government contract quality assurance processes and regulations.
- Familiarity with FAR and other relevant guidelines.
Quality Management Expertise:
- Experience in managing quality assurance activities for large-scale contracts.
- Ability to develop and apply efficient procedures for quality assurance actions under the contract.
Technical Acumen:
- Proficiency in assessing the quality of IT supplies, services, and deliverables.
- Knowledge of industry standards and best practices.
Risk Assessment and Mitigation:
- Ability to identify and assess risks related to contract performance.
- Developing strategies to mitigate quality-related risks.
Inspection and Surveillance:
- Designing and implementing quality assurance surveillance plans in conjunction with the statement of work.
- Performing inspections at various stages of manufacture or service delivery.
- Documenting inspections using appropriate forms or reports.
Stakeholder Communication:
- Effective communication with contractors, subcontractors, and government personnel.
- Collaborating with project managers, vendors, and other stakeholders.
Contract Compliance:
- Ensuring that supplies and services meet contract requirements.
- Monitoring adherence to quality standards and specifications.
Reporting and Documentation:
- Maintaining accurate records of quality assurance activities.
- Preparing reports for senior management and government officials.
Continuous Improvement:
- Implementing processes for continuous quality improvement.
- Identifying areas for enhancement and recommending corrective actions.
Ethical Conduct:
- Upholding ethical standards in quality assurance practices.
- Avoiding conflicts of interest and ensuring transparency.
Minimum Requirements
- Bachelor's degree from an accredited college or university; Computer Science or Business field of study preferred.
- 5 years' experience performing and implementing strategic operational analysis and solution development, including general project management in IT/Business environments.
- Experience in formal project management practices similar to those published by the Project Management Institute (PMI).
- Experience in delivering IT infrastructure projects.
- Experience in implementing software projects from requirements through implementation.
- Strong interpersonal and team building skills, as well as an understanding of client relationship building are essential.
- Excellent verbal and writing skills and be comfortable working with customers.
- Excellent organizational, interpersonal, written, and verbal communication skills.
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
- Ability to execute many complex tasks simultaneously, and work as a team member as well as independently.
- Bachelor's degree in a relevant field (such as computer science, information technology, or business administration).
- Five (5) to eight (8) years' experience in developing, implementing, and managing QA processes and strategies for software or IT projects.
- Certifications such as PMP or ITIL
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Minimum Salary
$
110,000.00
Maximum Salary
$
170,000.00