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.
Skills Required
- Deep experience managing enterprise ticket queues, incident triage lifecycles, and SLA enforcement using ServiceNow or Jira.
- Experience with quality management methodologies such as Six Sigma and Lean.
- Experience designing PMO service governance frameworks and applying ITIL practices.
- Working knowledge of POTS, analog copper circuits, FXS/FXO gateways, life-safety lines, carrier ordering, and POTS replacement technologies.
- Understanding of enterprise networking concepts including OSI, TCP/IP, DNS, DHCP, VPN, and circuit handoffs.
- Advanced ability to analyze operational metrics and build dashboards using Excel, Power BI, or ITSM reporting tools.
- Strong written and verbal English communication skills.
- Bachelor's degree in Information Technology, Business Administration, Systems Management, or equivalent practical experience.
- 6+ years of combined experience in IT queue management, quality assurance, PMO service ownership, or telecommunications circuit administration.
- ITIL v4 Foundation, PMP, Six Sigma Green or Black Belt, or relevant ITSM/PMO certification.
Astreya Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Astreya and has not been reviewed or approved by Astreya.
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Healthcare Strength — Health coverage includes multiple medical plan options plus dental and vision, complemented by FSAs, an EAP, disability and life insurance, and wellness programs. Feedback suggests these offerings provide solid core protection across many roles.
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Wellbeing & Lifestyle Benefits — Client-site amenities at some large tech campuses can add non-cash value such as meals or on-site perks that enhance the day-to-day experience. Wellness Days and access to learning resources and tuition reimbursement further support overall wellbeing.
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Flexible Benefits — Choice among medical plan types and tax-advantaged accounts enables some customization to individual needs. Some roles also offer remote or flexible work, adding practical flexibility to the total package.
Astreya Insights
What We Do
Astreya is the leading IT solutions provider for some of the world's most recognizable and innovative organizations. Our journey started in 2001 in the heart of Silicon Valley and reaches thirty-three countries with over 2200+ IT professionals. We enable businesses to make better decisions, achieve operational efficiency and gain a competitive edge. The Astreya advantage is centered around focus and clear- vision, world-class talent, and innovative technology: Creativity is in our DNA. Our dedicated Software and Service Innovation teams bring best-in-class technology and tools to bear for our clients.
