**Responsibilities & Qualifications** This contract supports the Department of Homeland Security (DHS) and its component agency, the Federal Emergency Management Agency (FEMA), in advancing its mission to protect the nation and respond to emergencies effectively. Specifically, it focuses on enhancing and sustaining FEMA’s Office of the Chief Information Officer (OCIO) Operations Portfolio. The mission centers around the Operations and Maintenance (O&M) of IT systems and services that are critical to FEMA’s ability to deliver emergency management capabilities. This includes ensuring continuous system availability, security, modernization, and operational efficiency to support FEMA’s mission-critical programs and services. **RESPONSIBILITIES** + Lead, manage, and administer quality assurance efforts to enhance customer satisfaction and deliver high-quality IT solutions in alignment with FEMA’s goals. + Provide the Operations Management Staff with status updates and feedback on: + FEMA customer satisfaction. + Internal service performance. + Lead communications to the FEMA workforce and recommend improved business solutions and processes based on customer feedback. + Manage and monitor **Service Level Agreements (SLAs)** and address issues or escalations during the contract period. + Ensure all deliverables meet required standards, best practices, and quality expectations. + Foster collaboration between FEMA stakeholders and the OCIO through strong customer engagement and quality assurance practices. **REQUIRED QUALIFICATIONS** + **Clearance:** Must obtain a **Public Trust clearance** prior to starting work. US Citizenship + **Certifications:** Must be **PMP** and **ITIL Certified** . + **Skills & Experience:** + Five years (5) of proven leadership in managing IT service quality. + Five years (5) experience with customer satisfaction metrics and service delivery assessments. + Strong communication and process improvement capabilities. + Expertise in aligning IT outcomes with organizational goals. **Overview** We areseekingan Quality Assurance Manager to join our team supportingtheDHS Department of Homeland Security FEMA Federal Emergency Management Agency. TekSynap is afast growinghigh-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimblyutilizethe best that information technology offers to meet the business needs of our Federal Government customers.   We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at www.TekSynap.com .  Apply now to explore jobs with us!   The safety and health of our employees is of the utmost importance. Employeesare required tocomply withany vaccination requirements mandated by contract, applicablelawor regulation. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". **Additional Job Information** **WORK ENVIRONMENT AND PHYSICAL DEMANDS** The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. + Location: Telework/Hybrid - **District of Columbia, Maryland, and Virginia** region + Type of environment:Varies + Noise level:Varies + Work schedule: Schedule is day shift Monday – Friday. May be requested to workeveningsand weekends to meet program and contract needs. + Amount of Travel:Minimum10% **WORK AUTHORIZATION/SECURITY CLEARANCE** Citizenship: US Citizen Public Trust **OTHER DUTIES** Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.Duties,responsibilitiesand activities may change at any time with or without notice. **EQUAL EMPLOYMENT OPPORTUNITY** In order toprovide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, geneticinformationor any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment. **Job Locations** _US-VA-Reston | US-MD | US-VA | US-MD | US-VA-Alexandria_ **ID** _2025-7816_ **Category** _Information Technology_ **Type** _Regular Full-Time_