Job Description

Job Description

Job Description

DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees. DVS is an employee-centric employer that provides competitive compensation, comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.

At DVS, we recognize that our employees are our number one resource. If you are a problem-solving people-person, apply today!

Overview: We are seeking a highly skilled Project Manager | Quality Control Lead to oversee quality assurance operations within a dynamic, global IT support environment. The role involves managing and improving the delivery of Tier I and Tier II IT support services for over 65,000 users across more than 1,800 locations worldwide. The successful candidate will ensure seamless operations through effective quality management, training, and adaptation to evolving technology needs.

Key Responsibilities:

• Lead quality assurance initiatives for a 24x7x365 Technology Service Desk operation.
• Monitor and ensure adherence to service desk best practices for delivering customer-focused IT support services.
• Oversee quality control processes related to Tier I and Tier II support, including:
  • Initial incident response, resolution, and escalation for nearly 300 custom and COTS system applications.
  • Advanced support for mobile devices, email, and remote access technologies.
• Collaborate with program management and training teams to develop and implement quality improvement strategies.
• Drive transition activities to ensure smooth onboarding, offboarding, and operational continuity.
• Proactively adapt support services in response to changes in the technology enterprise by:
  • Projecting potential impacts.
  • Updating and refining operational procedures.
  • Training staff on new or modified tools and systems.
  • Effectively communicating changes and enhancements to users.

Qualifications:

• Demonstrated expertise in service desk best practices.
• Minimum of three (3) years of experience in quality control within IT support or service desk operations.
• Strong analytical and problem-solving skills.
• Exceptional organizational and communication abilities.
• Experience in large-scale IT environments or enterprise-level operations is preferred.

Why Join Us?

This role offers an opportunity to make a significant impact by shaping the quality and effectiveness of IT support operations within a global enterprise. You will work in a challenging and rewarding environment where innovation and adaptability are valued.

Physical and Mental Qualifications:

• Be able to maintain awareness during scheduled working hours.
• Prolonged periods sitting or standing at desk and working on a computer (mouse and keyboard)
• Able to lift up to 15 pounds.
• Excellent verbal and written communication; good command of the English language
• Execute tasks independently and work as a team.
• Learns and memories routine tasks.
• Strong organizational, grammar, business correspondence, and self-management skills
• Candidates must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodation will be provided for employees with disabilities.
• DVS retains the right to change or assign other duties to this position.

DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.

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