Project Manager I - Quality Control Lead

We are hiring a Quality Control Lead (Project Manager I) to lead quality assurance and service improvement efforts for a federal Technology Service Desk program. The role is essential in ensuring SLA compliance, performing audits, and leading continuous service improvement initiatives.

Responsibilities

Conduct ticket and call audits to ensure compliance with quality standards.

Monitor SLA metrics, produce reports, and recommend corrective actions.

Lead quality assurance programs and support federal compliance reporting.

Implement Continuous Service Improvement (CSI) initiatives.

Partner with leadership and staff to maintain a culture of excellence.Required Skills & Experience

Bachelor's in Management, IT, or Quality Assurance.

ITIL v4 and Six Sigma Green Belt certifications.

8-10+ years of QA/QC experience with at least 3 years in a service desk environment.

Strong analytical and auditing skills.Preferred Skills

Knowledge of federal service desk QA requirements.

Experience with AQL reporting and CSI initiatives.

Strong collaboration and communication skills.

Benefits

Competitive pay with annual performance bonuses.

Full benefits package including health, dental, and vision coverage.

Tuition reimbursement and professional certification support.

Career growth opportunities with a mission-driven organization.

About Us

Upslope Advisors is an 8(a) certified business consulting and professional services firm dedicated to delivering high-impact solutions to our federal clients. We specialize in program management, IT services, research security, and mission support that enhance efficiency, reduce costs, and drive mission success. Our team partners closely with government agencies to design and implement strategies that accelerate response times, safeguard critical assets, and strengthen organizational resilience.