Quality Control Lead bei MKS2 Technologies
MKS2 Technologies · San Antonio, Vereinigte Staaten Von Amerika · Hybrid
- Professional
- Optionales Büro in San Antonio
MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our “Mission First” orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.
Job Title: Quality Control Lead
Location: Hybrid – San Antonio, TX or Orlando, FL
Clearance Requirement: Must be able to pass a T4 (Public Trust) investigation
Citizenship Requirement: U.S. Citizens only (Lawful Permanent Residents are not eligible)
Target Salary: $85,000-$100,000
Position Overview:
We are seeking a Quality Control Lead with deep expertise in service desk best practices to support a federal contract. This hybrid role is based in either San Antonio, TX or Orlando, FL, and will play a critical role in ensuring the quality and consistency of service desk operations and deliverables.
The ideal candidate will have experience implementing quality assurance frameworks, conducting audits, and driving continuous improvement initiatives in a service desk environment. Familiarity with federal IT service standards and performance metrics is highly desirable.
Key Responsibilities:
- Develop and implement quality control processes and procedures for service desk operations.
- Monitor service desk performance and ensure compliance with established standards and SLAs.
- Conduct regular audits and assessments to identify gaps and recommend improvements.
- Collaborate with service desk leadership and technical teams to resolve quality issues.
- Provide training and guidance to staff on quality standards and best practices.
- Prepare reports and documentation for internal and client review.
- Support incident and problem management processes with a focus on root cause analysis and resolution quality.
Minimum Qualifications:
- U.S. Citizenship (required due to DHS system access regulations).
- Ability to pass a T4 Public Trust investigation.
- Candidates who have already passed a T4 or T5 investigation are strongly preferred.
- In-depth knowledge of service desk best practices and quality assurance methodologies.
- Experience in a government or contractor environment is a plus.
- Strong analytical, communication, and organizational skills.
- Proficiency in service desk tools and reporting platforms.
- DHS and/or CBP experience is a strong plus.
Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
