IT Service Desk Quality Assurance Analyst

Job Description

Job DescriptionJob Title: IT Service Desk Quality Assurance Analyst
Company: Virtual Technologies Group (VTG)
Position Availability: Evergreen, Anticipated January 2026
Location: Manchester, NH (Local Surrounding Area)
Department: Help Desk Operations
Position Type: Full-Time, Part Time
Employee Type: FTE, Hourly
Compensation Range: $60,000 - $75,000

Company Overview:

Virtual Technologies Group is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity. With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group, we are dedicated to shaping the future of technology and making a positive impact on the world.

The IT Service Desk Quality Assurance (QA) Lead/Analyst is responsible for developing, executing, and maintaining the quality assurance program for the Service Desk supporting the higher education university environment. This role involves monitoring, evaluating, and analyzing Service Desk interactions (calls, chats, email, tickets) to ensure adherence to established policies, procedures, technical accuracy, and customer service standards. The QA Lead/Analyst is critical in providing data-driven insights to management and training teams for continuous service improvement.

Key Responsibilities

Quality Monitoring and Evaluation

• Design and maintain the official QA scorecard and evaluation criteria for all Service Desk channels (voice, chat, email, and ticket documentation).
• Conduct regular, unbiased, and statistically sound monitoring of analyst interactions to assess technical troubleshooting accuracy, process compliance (e.g., ITIL, security procedures), and soft skills (e.g., tone, empathy, clarity).
• Document and score evaluations, providing detailed, constructive feedback to Team Leads for coaching and performance management.
• Lead "calibration sessions" with Team Leads and the Trainer to ensure consistency and fairness in the application of quality standards across all supervisors.

Reporting and Analysis

• Perform root cause analysis on low-scoring evaluations and negative customer feedback (CSAT surveys) to identify systemic process failures or knowledge gaps.
• Develop and maintain comprehensive reports on quality performance trends, compliance metrics, and analysis of failure points, presenting findings and actionable recommendations to Service Desk management.
• Track and report on the effectiveness of remedial coaching and training by measuring post-training quality improvements.
• Identify and flag any potential compliance or security risks observed during the quality review process.

Process Improvement and Documentation

• Collaborate closely with the Trainer to translate quality findings and knowledge gaps into specific, targeted training content and curriculum adjustments.
• Work with the Deputy Operations Manager and Team Leads to revise and improve Standard Operating Procedures (SOPs) based on quality findings and best practice.
• Assist in maintaining and auditing the accuracy of the Service Desk Knowledge Base, ensuring quality standards are met in all published documentation.

Required Qualifications

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 3+ years of experience in a Quality Assurance or Quality Analyst role within an IT Service Desk or Contact Center environment.
• Proven experience developing and administering quality monitoring forms and calibration processes.
• Strong familiarity with IT Service Management (ITSM) tools and processes (ITIL Foundation certification is a plus).
• Experience using: Service Now ITSM, Power BI, D2L Brightspace, Ellucian Banner, telephony solutions (RingCentral, Five9), Microsoft 365, desktops, laptops, Windows OS 10 & 11, LogMeIn Rescue.

Skills and Competencies

• Analytical and Detail-Oriented: Exceptional attention to detail with a strong ability to analyze large sets of data, identify trends, and translate them into clear, actionable reports.
• Objectivity and Impartiality: Ability to maintain neutrality and objectivity when evaluating staff performance.
• Communication: Excellent written and verbal communication skills, necessary for writing clear reports and providing effective feedback to management.
• Technical Knowledge: Solid understanding of common IT Service Desk operations, including troubleshooting methodologies for hardware, software, and networking issues.
• Integrity: High level of professionalism and integrity in handling sensitive performance data and analyst feedback.

Why Join Us?

At Virtual Technologies Group we provide more than just IT solutions—we offer a dynamic environment where you can learn, grow, and expand your skillset. As a leading managed services, cybersecurity, and IT consulting firm, we support a diverse range of customers, giving you the opportunity to tackle unique challenges and stay ahead in a rapidly evolving industry.
Join a team that values innovation, collaboration, and professional development. Whether you're looking to sharpen your technical expertise, work with cutting-edge technology, or make a real impact, we’re committed to helping you build a rewarding career.

Benefits Overview:

VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.

EEO Statement:

VTG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.

We believe that diversity strengthens our team and drives innovation. All employment decisions are based on qualifications, merit, and business needs. If you require reasonable accommodation during the application or interview process, please contact HR@vtgus.com.

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