The following states/districts are excluded from this job ad: AK, CA, CO, CT, DC, HI, IL, LA, MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT, WA, WY

Location: Government facility located in the DC Metropolitan Area

Do you excel at driving service excellence through quality assurance? We're seeking a detail-driven Project Manager - Quality Control Lead to lead quality control duties in support of U.S. Customs and Border Protection (CBP). If you have a sharp eye for compliance and a passion for continuous improvement, this may be the role for you.

Position Description: The Project Manager - Quality Control Lead plays a critical role in ensuring the CBP Technical Support Desk (TSD) delivers consistent, high-quality service aligned with agency requirements.

Minimum/General Experience: 3 years of experience performing quality control duties in a service desk environment

Minimum Education: Bachelor's degree in information systems, technology management, or related field

Essential Skills/Qualifications:

• Above average experience performing quality control activities in an information technology (IT) service desk environment
• Above average knowledge of service desk best practices
• Above average experience tracking and evaluating service delivery to ensure performance targets are met
• Above average experience creating detailed standard operating procedures (SOPs)
• Above average experience identifying and analyzing performance trends
• Above average experience reviewing incidents and performing root cause analysis
• Above average ability to understand and follow compliance policies and procedures
• Above average knowledge of help desk systems and software (e.g., ServiceNow, Remedy)
• Above average knowledge of the Information Technology Infrastructure Library (ITIL)
• Knowledge and understanding of the best business practices identified by Help Desk Institute (HDI)
• Experience providing performance impact documentation
• Excellent attention to detail skills
• Excellent problem solving skills
• Excellent oral and written communication skills    

General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment. 

• Assignment Location - Government facility located in the DC Metropolitan Area.
• Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. 
• Typing, communicating, repetitive motions. 
• Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting. 
• Inside environmental conditions with protection from outside elements. 

Security: Ability to complete a Pre-Screening and U.S. Customs and Border Protection (CBP) Background Investigation (BI)

• U.S. Citizenship

Pre-Screening Consists of a review of up to but not limited to:

• Criminal history check - no felony convictions within the past 36 months
• Drug screening
• Criminal activity and/or misconduct in the workplace including fraud and theft within the past 12 months
• Financial check - bankruptcy and tax liens within the last 7-10 years

CBP Background Investigation Consists of a review of up to but not limited to:

• Credit check
• Criminal history check
• Records check to verify citizenship of family members
• Verification of date of birth
• Education verification
• Employment history verification
• Military history verification
• Interviews with subject, peers, spouse, former spouse(s), neighbors
• Residency verification
• Public records check - bankruptcies, divorces, criminal and/or civil litigation

Tasks/activities include, but are not limited to:

• Conducts continual monitoring and reviews of agent interactions to ensure highest levels of customer service (e.g., calls, chats, emails, tickets)
• Monitors agent availability and productivity status
• Monitors overall service desk activity to ensure staffing, productivity, and contact handling aligns with service delivery targets and expectations
• Detects and flags operational events (e.g., spikes in call volume)
• Performs root cause analysis on high-impact events and provides mitigation actions
• Provides objective evidence of compliance with CBP procedures through documentation
• Tracks and evaluates First Contact Resolution (FCR) metrics to ensure constant improvement
• Collaborates with the training lead to identify knowledge and performance gaps
• Prepares regular quality performance reports and presents key findings to leadership
• Recommends and implements continuous improvement in workflows, processes, and customer experience
• Briefs leadership on service desk performance as requested
• Provides high-quality deliverables and reports on time
• Reviews customer feedback surveys and analyzes potential continuous improvement initiatives
• Provides continuous guidance to service desk personnel to drive customer-focused improvements
• Devises methods to reduce incoming call and email volume
• Captures and shares lessons learned
• Perform as an Oxley Supervisor/Team Lead
  • Perform as a Hiring Manager during the Recruiting Process
  • Implement corporate goals; Establish and implement employee individual goals
  • Oversee timesheets, PTO management and tracking, and compliance items; Implement and monitor adherence to employee handbook, code of conduct, policies, and quality management practices
  • Provide an environment that promotes productivity, efficiency, and quality
  • Resolve employee/subcontractor issues; Address pain points; Provide guidance and problem solving
  • Coach, mentor, motivate, and/or train employees and subcontractors
  • Demonstrate familiarity with what each team member's responsibilities and assignments are
  • Assemble weekly, bi-monthly, and/or monthly data for project reports and project past performance documents and project/corporate metrics

Compensation & Benefits: The annual projected pay range for this position is $71,822.00 - $91,500.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location.

Oxley Enterprises, Inc. offers a full array of benefits including:

• Medical, dental, vision and prescription drug coverage for you and your family.
• Life Insurance, short-term disability and long-term disability paid for by the Company.
• Supplemental coverages including Accident, Critical Illness, and Hospital.
• Additional Life insurance coverage for you and your dependents.
• 401k plan with various options to select based on your retirement goals.

Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2024 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.

All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law.

If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: careers@oxleyenterprises.com with the following information:

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