Knowledge Management & Quality Assurance Team Lead (14018, Grade 22)

The Maryland National Capital Park & Planning Commission • Riverdale Park, MD

128d

About The Position

The Maryland-National Capital Park and Planning Commission, Prince George's County Department of Parks and Recreation's Management Services Division, is seeking a Knowledge Management & Quality Assurance Team Supervisor (Class Spec - Help Desk Technical Specialist II) to lead a team of customer service-focused professionals responsible for maintaining high standards of documentation, data integrity, and service quality. This position plays a key role in supporting internal and external customers by ensuring that knowledge resources and quality assurance protocols are accurate, accessible, and continuously improved. The ideal candidate will possess strong leadership and supervisory skills, exceptional communication and technical writing abilities, and advanced technical knowledge of help desk systems and software applications. They will be committed to data integrity, continuous improvement, and fostering a collaborative, inclusive work environment. This position reports to the Customer Service Help Desk Support Operations Unit Manager and requires a strong understanding of registration and ticketing software systems, computer applications, and principles of knowledge-centered support and ticket quality assurance. The ideal candidate will be equipped to provide supervisor-level support for complex and unresolved issues originating from both internal staff and external customers, ensuring consistent service quality and operational efficiency.

Requirements

• Associate's Degree in Computer Science, Information Management Systems, or any related field.
• Three (3) years of experience in help desk and/or information system support functions.
• An equivalent combination of education and experience may be substituted, which together total five (5) years.

Nice To Haves

• Experience leading teams in a customer service or technical support environment, including performance management, scheduling, and staff development.
• Skilled in using and administering platforms such as ScreenSteps and RecTrac for ticketing, knowledge management, and system configuration.
• Strong technical writing and editing abilities for creating and maintaining internal guides, training manuals, and knowledge base content.
• Familiarity with ticket auditing, QA/QC procedures, and enforcing service level agreements (SLAs) to ensure consistent service quality.
• Ability to analyze data trends, conduct system audits, and generate reports to support operational improvements and decision-making.
• Experience managing knowledge base systems and promoting knowledge-centered support practices across teams.
• Proven ability to resolve complex technical and non-technical issues efficiently and effectively.
• Excellent verbal and written communication skills with a focus on collaboration, feedback, and continuous improvement.
• Comfortable working in a fast-paced, high-volume environment with shifting priorities and occasional on-call responsibilities.

Responsibilities

• Supervise and evaluate staff performance; conduct annual performance appraisals.
• Schedule work hours and oversee intermittent staff assignments.
• Apply expert technical knowledge to support staff development and continuous learning.
• Ensure staff have access to training and tools that promote knowledge retention.
• Oversee completion of assigned tickets and internal projects using ticketing and project management software.
• Enforce customer service standards and service level agreements (SLAs).
• Provide auxiliary call center support during high-volume periods such as registration days and special events.
• Participate in after-hours support rotations to ensure consistent service coverage.
• Promote effective knowledge sharing among staff to enhance customer support outcomes.
• Manage the development and maintenance of the internal knowledge base.
• Oversee and contribute to content creation, ensuring documentation is current and accurate.
• Provide technical writing and editing support for training manuals and internal guides.
• Ensure agency policies and directives are accurately reflected in knowledge base content.
• Perform quality management activities, including database integrity checks and QA task assignments.
• Identify and implement software enhancements to improve efficiency and quality controls.
• Enforce QA/QC procedures for assigned software applications.
• Conduct system audits, perform trend analysis, and generate data reports for management.
• Administer key applications (e.g., ScreenSteps, RecTrac), including user access, configuration, and troubleshooting.

What This Job Offers

• Job Type: Full-time
• Industry: Justice, Public Order, and Safety Activities
• Education Level: Associate degree