Job Summary:
We are seeking an experienced IT Service Desk Quality Control Project Lead to oversee the quality control processes and projects within our IT service desk department. The ideal candidate will ensure that service desk operations meet quality standards and drive continuous improvement initiatives.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience in a service desk environment, with a focus on quality control and project management.
• Strong knowledge of ITIL framework and best practices.
• Excellent communication skills and the ability to collaborate with cross-functional teams.
• Demonstrated leadership skills and the ability to mentor team members.
• Certification in ITIL, PMP, or related field is a plus.

Responsibilities:

• Develop and implement quality control processes to monitor service desk operations.
• Lead quality assurance initiatives to improve service desk performance and customer satisfaction.
• Analyze data and metrics to identify areas for improvement and make strategic recommendations.
• Collaborate with IT teams to ensure alignment with quality standards and project goals.
• Provide training and guidance to service desk staff on quality control procedures.
• Regularly review and update quality control documentation and processes.
• Drive continuous improvement projects to enhance service desk operations and efficiency.

• Develop and implement quality control processes to monitor service desk operations.
• Lead quality assurance initiatives to improve service desk performance and customer satisfaction.
• Analyze data and metrics to identify areas for improvement and make strategic recommendations.
• Collaborate with IT teams to ensure alignment with quality standards and project goals.
• Provide training and guidance to service desk staff on quality control procedures.
• Regularly review and update quality control documentation and processes.
• Drive continuous improvement projects to enhance service desk operations and efficiency