Quality Assurance Manager

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Quality Assurance Manager for a Full-Time position.

Job Description

The ideal candidate for the Quality Assurance Manager (QAM) with Enterprise IT Help Desk/Service Desk background, should have the following qualifications and attributes tailored to enterprise IT environments:

Enterprise IT Help Desk/Service Desk:

• 5-7 years of progressive experience in IT Service Management (ITSM) roles, including Quality Assurance, Service Delivery, or IT Operations management.
• Experience managing large-scale enterprise service desks with at least 10+ Full-Time Equivalents (FTEs).
• Expertise in ensuring compliance with Service Level Agreements (SLAs)
• Background in leading or overseeing ITIL-compliant service desk operations and processes.

Process Improvement & Quality Assurance:

• Hands-on experience driving Continuous Service Improvement (CSI) initiatives within IT Help Desk or Service Desk operations.
• Skilled in conducting root cause analysis and implementing preventative measures to reduce ticket escalations and breaches.
• Knowledge of or participation in Capability Maturity Model Integration (CMMI) appraisals or certifications for service level improvements.

Service Desk Tools & Technologies:

• Proficient in ticketing systems such as ServiceNow, Remedy, or equivalent.
• Strong understanding of metrics reporting and data visualization tools for SLA tracking (e.g., Tableau, Power BI, or advanced Excel).
• Familiarity with automation tools for monitoring and reporting (e.g., New Relic, SolarWinds).

IT Service Management:

• Advanced understanding of ITIL frameworks (certified in ITIL v3 or ITIL 4).
• Knowledge of enterprise-level ITSM tools and integration into broader IT ecosystems.

Analytical & Problem-Solving:

• Expertise in analyzing ticket trends, resolving incident escalations, and optimizing workflows to improve service delivery.
• Ability to assess SLA breaches, identify patterns, and recommend corrective actions.

Soft Skills:

• Strong communication skills for collaborating with customer stakeholders, internal teams, and executive leadership.
• Ability to train and mentor teams on best practices in service quality and customer service.

Comfortable leading meetings with both technical and non-technical audiences.

Education & Certifications

• Bachelor's degree in information systems, Computer Science, Business Administration, or related field. Years of experience can be traded for degree.

Certifications Required:

• ITIL Foundation Certification (able to obtain within 30 days)

Preferred:

• Service Desk-specific certifications such as HDI Support Center Manager or ITSM certifications.
• Quality Assurance certifications such as Six Sigma Green Belt, Lean Six Sigma, or ASQ CMQ/OE (Certified Manager of Quality/Organizational Excellence).

Personal Attributes

Customer-Focused Mindset:

• Committed to delivering exceptional customer service and improving end-user experiences.
• Ability to empathize with and resolve customer issues quickly and effectively.

Stability & Dedication:

• Proven retention in prior roles, demonstrating stability and commitment to organizational goals.

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile:

We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

#NAI #DICE