Job Description
Job Overview (Please read the full job description):

This is a supervisor role with direct reports in an IT environment. The ideal candidate will have Supervisory experience, Analytics, QC, and IT helpdesk experience. Key to this role is reporting on trends, analysis of performance data in a service desk environment.

Minimum 1 year IT Helpdesk experience and knowledge.
Supervisory experience with 1 or more direct reports
5 years of related experience in QA/QC role (Not SW Testing)
Experience with Quality Control plans, metrics, and trend analysis, preferably in a Help Desk environment.
Minimum 1 year supervising others; preferably in a Quality Control and IT environment

As the Quality Analyst you will be the key person studying trends, providing analysis and statistics on improving help desk support to our vast number of users.

Scope of Work Requirements:

Performs validation of the service desk to include services, processes, metrics, and customer satisfaction based on business requirements.
Communicates with analysts and engineers about formal evaluation plans, problems, and results.
Devises creative solutions to problems.
Assists with roll-out of systems documentation.
Produces lists of service deficiencies that are to be resolved and provides recommendations to incorporate changes to established processes.
Generates and interprets complex reports on both current and historical data.
Performs technical evaluations on assigned personnel.
Assists in the establishment and maintenance of a Quality Control Plan focusing on but not limited to quality goals, criteria, assessment, and validation methods.
Develops standards, methods, and procedures to improve product and service quality, readiness, and availability.
Identifies, diagnoses and develops plans to resolve problems in response to customer reported incidents; researches, evaluates and provides feedback on problematic trends and patterns across the environment and develops and implements measures to remediate.
Collaborates with Support teams to foster a team-based approach to high quality solutions and drive appropriate changes to ensure high quality deliverables.
Supervises a team of Quality Control analysts to meet program and Quality Control Plan standards.

Required Education, Experience, & Skills
Minimum Requirements:

Minimum 1 year IT Helpdesk experience and knowledge.
Supervisory experience with 1 or more direct reports
5 years of related experience in QA/QC role (Not SW Testing)
Experience with Quality Control plans, metrics, and trend analysis, preferably in a Help Desk environment.
Minimum 1 year supervising others; preferably in a Quality Control and IT environment
Must be able to obtain and maintain a security clearance

Preferred Education, Experience, & Skills
Preferred experience and skills:

Further overview and insight into the role and skills employed:

Able to develop and implement program quality plans and procedures (Not SW Testing).
Experience with quality assurance/control methods, principles, and practices, including statistical analysis and sampling techniques.
Experience with inspection, test, and measurement techniques.
Knowledge of the relationship of quality assurance to other activities across the organization.
Skilled in interpreting and applying product specifications, regulations, and policy guidance into the quality assurance plan.
Skilled in conducting studies and investigations, problem analysis, and developing documented recommendations.
Strong oral and written communication.
Experience with technical evaluation processes, techniques, and reporting.
Able to develop and manage Quality Control documentation and reference guides.
Able to validate data quality and consistency of customer data.
Able to review, analyze, and report on quality discrepancies, trends, and data.
Able to investigate problems and develops disposition and corrective actions for recurring discrepancies.
Able to interface with stakeholders to ensure requirements are met.
Able to recommend corrective actions, dispositions, process optimization and modifications.
Able to develop and execute Quality Control training.
Able to ensure program compliance to ISO-20000 standards.
Able to handle multiple project deadlines with minimal supervision.

Pay Information
Full-Time Salary Range: $52470 - $89190

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.

About BAE Systems Intelligence & Security
BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it's what we do at BAE Systems. Working here means using your passion and ingenuity where it counts - defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team-making a big impact on a global scale. At BAE Systems, you'll find a rewarding career that truly makes a difference.

Intelligence & Security (I&S), based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do-from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels.

Our Commitment to Diversity, Equity, and Inclusion:
At BAE Systems, we work hard every day to nurture an inclusive culture where employees are valued and feel like they belong. We are conscious of the need for all employees to see themselves reflected at every level of the company and know that in order to unlock the full potential of our workforce, everyone must feel confident being their best, most sincere self and be equipped to thrive. We provide impactful professional development experiences to our employees and invest in social impact partnerships to uplift communities and drive purposeful change. Here you will find significant opportunities to do meaningful work in an environment intentionally designed to be one where you will learn, grow and belong.