Quality & Queue Management & PMO Service Owner & POTS Line

Project Management & Operations • Senior Lead Level (6+ years) • 24/7 Operations

Role Overview

The Quality & Queue Management & PMO Service Owner & POTS Line Lead is a hybrid operational and governance role responsible for maintaining service quality standards, managing ticket queue flows, and driving PMO service excellence across enterprise infrastructure operations. This role oversees ticket queue efficiency, audits quality performance, owns PMO service governance frameworks, and leads legacy PSTN/POTS circuit modernization and disconnect initiatives to ensure high-quality service delivery, system availability, and strict SLA adherence.

Key Responsibilities

• Queue Management & Operational Flow: Monitor and optimize daily IT ticket queues (e.g., ServiceNow, Jira), enforcing response time SLAs, optimizing ticket routing workflows, and eliminating operational bottlenecks.
• Quality Assurance & Audit Governance: Establish quality control frameworks, conduct regular ticket/incident quality audits, track service delivery metrics, and drive continuous service improvement initiatives.
• PMO Service Ownership: Own and refine the PMO service catalog, standard operating procedures (SOPs), project delivery templates, and governance frameworks for enterprise operations.
• POTS Line Strategy & Circuit Oversight: Lead project delivery for legacy copper POTS lines, overseeing circuit audits, carrier disconnect programs, and migrations to cellular gateway or VoIP alternatives.
• Performance Reporting & Vendor SLA Management: Build executive quality dashboards, analyze team throughput metrics, evaluate carrier/vendor performance against SLAs, and coordinate shift quality reviews.

Required Skills & Qualifications

• Queue & Incident Management: Deep experience managing enterprise ticket queues, incident triage lifecycles, and SLA enforcement using platforms like ServiceNow or Jira.
• Quality Assurance & PMO Frameworks: Solid background in quality management methodologies (Six Sigma, Lean), PMO service governance design, and IT service management (ITIL).
• Telephony & POTS Knowledge: Working knowledge of analog copper circuits (POTS), FXS/FXO gateways, life-safety lines, carrier ordering processes, and POTS replacement technologies.
• Networking Fundamentals: Understanding of enterprise networking concepts, including OSI model, TCP/IP, DNS, DHCP, VPN, and circuit handoffs.
• Data Analysis & Dashboarding: Advanced ability to analyze operational metrics, build performance dashboards, and track team utilization using Excel, PowerBI, or native ITSM reporting tools.
• Communication & Escalation: Strong written and verbal English communication skills for facilitating cross-functional alignment, conducting quality reviews, and managing vendor/stakeholder escalations.
• Education: Bachelor’s degree in Information Technology, Business Administration, Systems Management, or equivalent practical experience.
• Experience: 6+ years of combined experience in IT queue management, quality assurance, PMO service ownership, or telecommunications circuit administration.
• Certifications (Preferred): ITIL v4 Foundation, Project Management Professional (PMP), Six Sigma Green/Black Belt, or relevant ITSM/PMO certifications.

Physical Demand & Work Environment

• Must have the ability to perform office-related tasks, which may include prolonged sitting or standing.
• Must have the ability to move from place to place within an office environment.
• Must be able to use a computer.
• Must have the ability to communicate effectively.
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers.