IT Service Desk Quality Assurance Analyst at Virtual Technologies Group

Job Title: IT Service Desk Quality Assurance Analyst Company:Virtual Technologies Group (VTG)Position Availability: Evergreen Anticipated January 2026Location: Manchester NH (Local Surrounding Area)Department: Help Desk OperationsPosition Type:Full-Time Part TimeEmployee Type: FTE HourlyCompensation Range:$60000 - $75000Company 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 ResponsibilitiesQuality Monitoring and EvaluationDesign 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 AnalysisPerform 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 DocumentationCollaborate 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 QualificationsBachelors 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 CompetenciesAnalytical 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 UsAt Virtual Technologies Group we provide more than just IT solutionswe 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 youre looking to sharpen your technical expertise work with cutting-edge technology or make a real impact were 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 emailprotected. Required Experience:Senior IC Key Skills Test Cases,SQL,Quality Assurance,Agile,TFS,Jira,Software Testing,Test Automation,Cucumber,QA/QC,SDLC,Selenium Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 60000 - 75000