Help Desk QA Lead

Our client is looking for a Help Desk QA Lead to join their team! The Help Desk QA Lead is responsible for monitoring, evaluating, and improving the quality of support provided by the Help Desk team. This role ensures adherence to internal processes, service level expectations, and customer satisfaction standards. The QA Lead also supports training efforts, helps identify skill gaps, and drives continuous improvement through feedback, reporting, and collaboration with leadership.

Responsibilities:

• Develop and maintain quality assurance standards and scorecards for Help Desk ticket evaluations
• Perform regular reviews of help desk interactions (calls, chats, tickets) to ensure compliance with process, professionalism, and accuracy
• Provide timely feedback to agents and supervisors on performance trends and improvement areas
• Collaborate with Help Desk leadership to refine support workflows and improve customer experience
• Identify training opportunities and assist in the creation of training content or refresher sessions
• Report QA metrics, performance trends, and KPIs to leadership regularly
• Assist with onboarding and shadowing of new Help Desk technicians
• Serve as a point of escalation for complex or quality-related support issues
• Recommend process improvements based on recurring issues or QA findings
• Ensure the Help Desk team consistently meets or exceeds service level agreements (SLAs) and customer satisfaction targets
• Supervise and provide daily guidance to a team of 6 Help Desk technicians (three L2's & 3 L1 technicians)
• Monitor attendance, schedule adherence, and workload distribution
• Conduct regular one-on-one check-ins and performance reviews
• Support team development through coaching, mentoring, and feedback
• Ensure timely resolution of escalated support issues
• Promote a positive, customer-focused team culture

Top skills you need to have:

• 2+ years in a Help Desk or IT Support role; QA or Lead experience preferred
• Strong understanding of help desk operations, ticketing systems, and support methodologies (ServiceNow knowledge is a plus)
• Excellent attention to detail, communication, and analytical skills
• Ability to provide constructive feedback and coach others effectively
• Familiarity with common QA tools, reporting dashboards, and knowledge base platforms
• Strong documentation and organizational skills