Project Manager-Quality Control Lead

Cherokee Nation System Solutions (CNSS) is seeking a Project Manager I - Quality Control Lead to support the U.S. Customs and Border Protection (CBP) Office of Information & Technology (OIT). The Quality Control Lead will ensure that Technology Service Desk (TSD) operations meet the highest standards of accuracy, efficiency, and customer service across a 24x7x365 IT support environment.

The CBP TSD provides global support to more than 65,000 CBP employees, contractors, trade partners, and participating agencies at over 1,800 worldwide locations, resolving technology issues for nearly 300 enterprise applications and systems. As the Quality Control Lead, you will play a critical role in monitoring, measuring, and improving service desk performance while ensuring compliance with ITIL and HDI best practices.

Compensation & Benefits:

Estimated Starting Salary Range for Project Manager I Quality Control Lead: TBD

Pay commensurate with experience.

Full time benefits include Medical, Dental, Vision, 401K and other possible benefits as provided. Benefits are subject to change with or without notice.

Project Manager I Quality Control Lead Responsibilities Include:

Quality Assurance & Monitoring

• Develop, implement, and manage quality control processes to evaluate agent performance across all communication channels (phone, chat, email, self-service).
• Conduct call and ticket reviews to ensure compliance with CBP Standard Operating Procedures (SOPs), ITIL guidelines, and HDI standards.
• Identify gaps in service delivery, agent productivity, and First Contact Resolution (FCR), recommending corrective actions and improvements.

Performance Management & Reporting

• Track, analyze, and report on quality metrics, agent availability, ticket resolution times, and customer satisfaction trends.
• Provide daily, weekly, and monthly performance briefings to CBP leadership as requested.
• Prepare after-action reports for operational events (spikes in call volume, wait times, or outages), including root cause analysis and recommendations.

Continuous Improvement

• Lead quality-driven initiatives to strengthen service desk operations and customer experience.
• Collaborate with supervisors and training teams to address performance gaps through coaching, refresher training, or process updates.
• Review and incorporate customer feedback from surveys and direct outreach into continuous improvement efforts.

Knowledge & Compliance

• Ensure service desk knowledge management content (templates, scripted responses, and knowledge base articles) is being followed and updated as needed.
• Verify that training, documentation, and support processes align with quality standards and CBP requirements.
• Provide objective evidence of compliance during audits or government reviews.

Project Manager I Quality Control Lead Experience, Education, Skills, Abilities requested:

Required

• In-depth knowledge of service desk best practices.
• Minimum of three (3) years of experience performing quality control duties in any field.
• Strong analytical skills with the ability to identify trends and recommend improvements.
• Excellent communication skills to brief leadership, document findings, and provide feedback to staff.
• U.S. citizenship and ability to obtain/maintain a CBP Public Trust clearance.
• Must be able to obtain and maintain a CBP Public Trust clearance. Current CBP BI access is preferred.

Desired Qualifications

• Experience performing quality control in an IT service desk or call center environment.

• Familiarity with ITIL and HDI frameworks.

• Experience with ServiceNow or similar ITSM tools.

• Background in federal IT programs or enterprise-level service desk operations.

Company Information:

Cherokee Nation System Solutions (CNSS) is a part of Cherokee Federal - the division of tribally owned federal contracting companies owned by Cherokee Nation Businesses. As a trusted partner for more than 60 federal clients, Cherokee Federal LLCs are focused on building a brighter future, solving complex challenges, and serving the government's mission with compassion and heart. To learn more about CNSS, visit cherokee-federal.com.

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Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.

Similar searchable job titles

IT Service Desk Quality Assurance Lead

Help Desk Quality Control Manager

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Keywords

IT Service Desk Quality Assurance

Help Desk Performance Monitoring

ITIL / HDI Quality Standards

Technical Support Quality Control

Service Desk Operations Management

Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our Affirmative Action and Equal Opportunity Employer Statement, and Accommodation request.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-employment qualifications of Cherokee Federal.

Please Note: This position is pending a contract award. If you are interested in a future with Cherokee Federal, APPLY TODAY! Although this is not an approved position, we are accepting applications for this future and anticipated need.