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Lensa • Washington, District of Columbia, United States
Role & seniority: QA Lead (mid–senior level) focused on enterprise end-user support, 24x7 operations.
Stack/tools: ServiceNow ITSM; ACD/call monitoring tools; QA/audit tooling; knowledge base and training materials; ITIL v4 framework.
Develop and enforce the program-wide Quality Control Plan aligned to SLA requirements; monitor for quality issues and prevent breaches.
Oversee ticket quality, tone/categorization, call monitoring, shadowing, and spot checks; conduct QA audits with actionable recommendations.
Lead training content creation/delivery; manage knowledge base in ServiceNow; analyze QA data to drive continuous improvement and leadership reporting.
5+ years in IT service quality assurance, training, or service management
Experience running QA programs in 24x7x365 IT support
Proficiency with ITSM platforms (ServiceNow preferred) and ACD/call monitoring tools
ITIL 4 Foundations
Advanced quality/knowledge management certifications (e.g., HDI KCS, Lean Six Sigma Green Belt)
ISO/IEC 20000 or CMMI service delivery experience
Federal or regulated environment QA experience
Training design/delivery and knowledge management background
Lean IT or Six Sigma continuous improvement experience
Proactive QA monitoring and root-cause analysis skills
Training certification (e.g., CompTIA CTT+) or CompTIA A+
Location & work type: United States-based; full-t
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Description
AWARD PENDING
Titan Technologies is seeking a Quality Assurance (QA) Lead to direct quality oversight for an enterprise end-user support program operating in a 24x7x365 environment. The QA Lead will ensure all services meet contractually required service levels, proactively monitor operations to prevent SLA breaches, and drive continuous improvement across service desk, desk-side support, and deployment projects. This role will also lead training programs, create and maintain knowledge articles in the ITSM platform (ServiceNow), and use QA activities to directly feed training objectives and enhance knowledge management systems. The QA Lead ensures that the highest levels of service quality, accuracy, and customer satisfaction are consistently achieved.
Responsibilities
Develop and execute the program-wide Quality Control Plan in alignment with SLA requirements. Proactively monitor service delivery (Service Desk, Desk Side, Deployment) to identify and address quality issues before SLA breaches occur. Review ticket quality in ServiceNow, ensuring proper documentation, categorization, and resolution steps. Perform call monitoring, shadowing, and spot checks to ensure professionalism and adherence to performance standards. Conduct regular QA audits and report findings to leadership with actionable recommendations. Partner with the Service Desk Manager to align QA results with staff training and performance improvement. Lead development and maintenance of training materials and deliver training to ensure consistent, high-quality service delivery. Manage the creation, curation, and continuous improvement of knowledge base articles in ServiceNow. Analyze QA data to identify trends, root causes, and opportunities for continuous improvement. Provide recommendations to improve processes, customer satisfaction, and the use of ITSM/ACD tools. Prepare and deliver QA reports to leadership and customer stakeholders, highlighting service quality metrics and improvement actions.
You MUST Have
Minimum 5+ years of experience in IT service quality assurance, training, or service management. Manage QA programs in a 24x7x365 IT support environment. Proficiency in ITSM platforms (ServiceNow preferred) and use of ACD/call monitoring tools. ITIL 4 Foundations. Advanced certifications in quality or knowledge management (e.g., HDI KCS, Lean Six Sigma Green Belt).
It’s Great If You Also Have
Experience with ISO/IEC 20000 or CMMI service delivery standards. Experience managing QA in federal IT or other regulated environments. Experience in training design, delivery, and knowledge management. Background in continuous improvement methodologies such as Lean IT or Six Sigma. Demonstrated ability to perform proactive QA monitoring and prevent SLA non-compliance. Strong analytical and problem-solving skills with experience in root cause analysis. Ability to partner across operations, training, and quality teams to drive continuous improvement. Training certification (e.g., CompTIA CTT+, or equivalent) desirable. COMPTIA A+ certification preferred.
Education
Bachelor’s degree in Information Systems, Business, or related field (Associate’s degree with relevant experience acceptable).
Company Description
Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC and Titan Facilities, Inc., design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!
Titan is proud to be a Service-Disabled Veteran Owned Business.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
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