Project Manager I - Quality Control Lead

Job Type

Full-time

Description

Job Title: Project Manager I - Quality Control Lead

Location: Remote - Ashburn, VA

Clearance Level: Ability to Obtain Clearance

Employment Type: Full Time

Company:

Pivotal Point is an SBA Certified Service-Disabled Veteran-Owned Small Business (SDVOSB) and Economically Disadvantaged Woman-Owned Small Business (EDWOSB). Founded in 2008, Pivotal Point supports the Federal Government and Businesses with professional services in Program/Project Management; Critical Infrastructure Maintenance and Operations Support Services; Inside Plant Services; Network Engineering; Voice Over Internet Protocol (VoIP) Engineering; VoIP Maintenance and Operations Services; IT and Telecommunications Asset and Inventory Management; and Business Process Analysis and Consulting Services.

Position Overview:

Pivotal Point is seeking a Project Manager I - Quality Control Lead who will be responsible for overseeing all quality assurance activities within the CBP Technology Service Desk. This role ensures that every customer interaction, ticket, and incident is handled according to CBP's standards, ITIL best practices, and contract performance requirements. The Quality Control Lead designs and executes QA programs, monitors key performance indicators (KPIs), and conducts audits to ensure continuous compliance. By identifying gaps and collaborating with the Training Lead, this position directly contributes to improved customer satisfaction, operational consistency, and continuous service improvement.

Requirements

Responsibilities:

• Establish and manage QA programs, including ticket, call, and chat monitoring.

• Define, track, and report on KPIs and SLA compliance.

• Conduct audits and provide recommendations for process improvement.

• Collaborate with Training Lead to address staff skill gaps.

• Ensure continuous improvement and adherence to ITIL best practices.

Required Qualifications:

• In-depth knowledge of service desk best practices (ITIL, HDI).

• Experience implementing QA programs and monitoring KPIs.

• Strong analytical and reporting skills with ITSM tools.

• Bachelor's degree in IT, Business, or related field.

• ITIL v4 Foundation certification required.

• U.S. Citizenship with ability to obtain DHS suitability clearance.

Preferred Qualifications:

• HDI Support Center Analyst or Manager certification.

• Experience with Lean or Six Sigma methodologies.

• Experience using ServiceNow, Remedy, Power BI, or Tableau.