Quality Assurance Lead

GD Information Technology•Bethesda, MD

8d•Onsite

About The Position

Serve as the sole Quality Assurance Lead for the CIT Program, responsible for executing QA activities across Service Desk and Deskside support. Own the Quality Assurance Plan (QAP), conduct monitoring and reporting, ensure compliance with program and contractual requirements, and collaborate with operations, training teams, Government stakeholders, and corporate QA. The role also provides limited administrative and SETRIS timekeeping support.

Requirements

Bachelor’s degree in Information Technology, Business, or a related field; or equivalent professional experience.
5+ years in Service Desk, Deskside, IT support, or contact center environments.
2–3+ years in quality assurance, QA evaluation, or similar analytical/operational roles.
Experience working in federal contracting environments; familiarity with reporting, data validation, and QA methodologies.
Knowledge of ITSM tools (ServiceNow, Remedy); strong analytical, communication, and documentation skills.
Ability to obtain and maintain an NIH Public Trust clearance.
Commitment to maintaining high standards of privacy, security, and data handling in all QA processes, aligned with federal and program‑specific requirements.

Nice To Haves

Experience supporting government or enterprise IT support programs
Familiarity with ITIL
Experience with reporting/analytics platforms (Power BI, advanced Excel)
HDI certifications

Responsibilities

Maintain and update the QAP; conduct QA sampling and evaluations for calls, chats, tickets, and deskside interactions; validate troubleshooting accuracy, documentation, escalation, and adherence to SOPs.
Produce QA dashboards, SLA/KPI tracking, trend reports, and root‑cause analyses; support calibration efforts with operations leaders to ensure consistent scoring.
Maintain SOPs, risk plans, and quality documentation; identify process gaps and training needs; partner with operations and training teams to implement corrective actions.
Act as the primary QA point of contact for Government customers, program leadership, and corporate QA; communicate quality performance and improvement actions clearly and data‑driven.
Coordinate SETRIS timekeeping with Finance and subcontractors; support timesheet compliance; manage onboarding/offboarding including equipment provisioning, GFE collection, and badge/key fob tracking.

Benefits

Comprehensive health and wellness packages
Internal mobility team dedicated to helping you own your career.
Professional growth opportunities including paid education and certifications.
Cutting-edge technology you can learn from
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
Full flex work weeks where possible
Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.