IT Service Desk - Quality Analyst Lead
The Quality Lead is responsible for overseeing the quality assurance function within the IT service desk. This role involves developing quality standards, driving continuous improvement initiatives, and ensuring the delivery of high-quality support services to end-users.
**Key Responsibilities:**
- Develop and implement quality assurance policies, procedures, and standards for the service desk.
- Lead a team of quality analysts to conduct audits, evaluations, and reporting.
- Analyze quality metrics and performance data to identify trends and areas for improvement.
- Collaborate with service desk leadership to address quality issues and implement corrective actions.
- Design and deliver training programs to enhance the skills and knowledge of service desk analysts.
- Ensure alignment of quality processes with ITIL best practices and organizational goals.
- Act as a subject matter expert on quality assurance and service improvement.
- Prepare and present detailed quality reports and insights to senior management.
- Drive initiatives to improve customer satisfaction and service desk efficiency.
- Stay updated on industry trends and incorporate best practices into quality programs.
**Qualifications:**
- Bachelor’s degree in IT, Business, or a related field.
- 8 years of experience in quality assurance or service desk roles, with at least 3 years in a leadership position.
- In-depth knowledge of ITIL framework and ITSM tools.
- Strong leadership, coaching, and team management skills.
- Excellent analytical, problem-solving, and decision-making abilities.
- Proven track record of driving quality improvement initiatives.
- ITIL certification (required).
- Strong communication and stakeholder management skills.
The Quality Lead is responsible for overseeing the quality assurance function within the IT service desk. This role involves developing quality standards, driving continuous improvement initiatives, and ensuring the delivery of high-quality support services to end-users.
**Key Responsibilities:**
- Develop and implement quality assurance policies, procedures, and standards for the service desk.
- Lead a team of quality analysts to conduct audits, evaluations, and reporting.
- Analyze quality metrics and performance data to identify trends and areas for improvement.
- Collaborate with service desk leadership to address quality issues and implement corrective actions.
- Design and deliver training programs to enhance the skills and knowledge of service desk analysts.
- Ensure alignment of quality processes with ITIL best practices and organizational goals.
- Act as a subject matter expert on quality assurance and service improvement.
- Prepare and present detailed quality reports and insights to senior management.
- Drive initiatives to improve customer satisfaction and service desk efficiency.
- Stay updated on industry trends and incorporate best practices into quality programs.
**Qualifications:**
- Bachelor’s degree in IT, Business, or a related field.
- 8 years of experience in quality assurance or service desk roles, with at least 3 years in a leadership position.
- In-depth knowledge of ITIL framework and ITSM tools.
- Strong leadership, coaching, and team management skills.
- Excellent analytical, problem-solving, and decision-making abilities.
- Proven track record of driving quality improvement initiatives.
- ITIL certification (required).
- Strong communication and stakeholder management skills.