Knowledge Management & Quality Assurance Team Lead (14018, Grade 22) bei The Maryland-National Capital Park & Planning Commission, MD
The Maryland-National Capital Park & Planning Commission, MD · Riverdale, Vereinigte Staaten Von Amerika · Onsite
- Professional
- Optionales Büro in Riverdale
About the Department
Position Duties
Team Supervision
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.
Customer Support
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.
Knowledge Management
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.
Quality Assurance
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.
Working Conditions
This position is primarily based in an office environment and may occasionally require light physical activity such as walking, standing, bending, crouching, and carrying equipment or supplies. The role also includes periodic on-call availability during evenings and weekends to support high-volume or urgent service needs
Minimum Qualifications
- Associate’s Degree in Computer Science, Information Management Systems, or any related field.
- Three (3) years of experience in help desk help desk and/or information system support functions.
- An equivalent combination of education and experience may be substituted, which together total five (5) years.
Preferred Skills:
Supervisory Skills: Experience leading teams in a customer service or technical support
environment, including performance management, scheduling, and staff development.
Technical Proficiency: Skilled in using and administering platforms such as ScreenSteps and
RecTrac for ticketing, knowledge management, and system configuration.
Documentation & Writing: Strong technical writing and editing abilities for creating and
maintaining internal guides, training manuals, and knowledge base content.
Quality Assurance: Familiarity with ticket auditing, QA/QC procedures, and enforcing service
level agreements (SLAs) to ensure consistent service quality.
Analytical Thinking: Ability to analyze data trends, conduct system audits, and generate reports
to support operational improvements and decision-making.
Knowledge Management: Experience managing knowledge base systems and promoting
knowledge-centered support practices across teams.
Problem-Solving Abilities: Proven ability to resolve complex technical and non-technical issues
efficiently and effectively.
Communication Skills: Excellent verbal and written communication skills with a focus on
collaboration, feedback, and continuous improvement.
Adaptability: Comfortable working in a fast-paced, high-volume environment with shifting
priorities and occasional on-call responsibilities.
Other Qualifications
May be subject to medical, drug and alcohol testing.
The Maryland-National Capital Park and Planning Commission (M-NCPPC) is an Equal Opportunity Employer. We celebrate a workplace culture of diversity, equity and inclusion without discrimination or harassment on the basis ofrace, color, religion, sex, age, national origin, sexual orientation, marital status, disability, genetic information, gender identity, or any other non-merit factor.
Applicants with Disabilities under the Americans with Disabilities Act.
If you require accommodations or special arrangements due to a qualifying disability, please notify the Recruitment & Selections Services Unit at the time of applications at or 301-454-1411 (Maryland Relay 7-1-1)
M-NCPPC will make all efforts to reasonably accommodate you.