Quality and Knowledge Lead (Newcastle Upon Tyne)

Job Title: Quality & Knowledge Lead

Location: Hybrid – 3 days per week on-site in Newcastle Upon Tyne

Salary: Up to £46k per annum

Overview

We’re looking for a detail-oriented and proactive IT Quality & Knowledge Lead to join our Service Delivery team. This role is instrumental in improving the quality of IT support processes and maintaining a robust, accessible knowledge base for the wider organisation. You’ll work at the intersection of ticket assurance, knowledge management, and continuous service improvement—helping to enhance the overall user experience and IT service performance.

Key Responsibilities

Ticket Quality Assurance

• Regularly monitor IT tickets to ensure compliance with internal standards for accuracy, completeness, and timely resolution.
• Identify process gaps and implement improvements in ticket categorization, prioritization, and escalation.
• Conduct root cause analysis of recurring issues and work with technical teams to implement long-term fixes.
• Track performance metrics such as resolution time, first-call resolution rate, and customer satisfaction.
• Ensure consistent application of escalation protocols for high-priority or unresolved tickets.

Knowledge Management

• Develop and maintain a centralised IT knowledge base covering key processes, FAQs, and best practices.
• Ensure that documentation is accessible, up-to-date, and aligned with current systems and support activities.
• Deliver training and guidance to IT staff on effective knowledge sharing and documentation practices.
• Collect feedback from users to continuously enhance the relevance and usability of the knowledge base.

Process Improvement and Collaboration

• Collaborate with IT and operational teams to identify and resolve inefficiencies in support workflows.
• Use reporting and analytics to highlight areas for service improvement and proactively address service delivery issues.
• Promote a culture of continuous improvement and shared learning within the IT function.

Skills & Experience

Essential:

• Proficiency in ticketing tools such as ServiceNow, Jira , or Zendesk .
• Familiarity with knowledge management platforms and documentation best practices.
• Solid understanding of the ITIL framework , including incident, problem, and change management.
• Experience with data analysis tools such as Power BI and process mapping using Visio .
• Strong written communication skills with the ability to produce clear, concise documentation.
• Ability to train and influence IT team members on process improvements and knowledge sharing.
• Analytical mindset with problem-solving skills and a continuous improvement focus.

Desirable:

• Experience in a service delivery or operations support environment.
• Prior exposure to hybrid workplace models and managing cross-site IT workflows.

What’s on Offer

• Competitive salary
• Discretionary annual bonus
• Up to 5% matched pension contribution
• Life assurance (4x annual salary)
• 25 days annual leave plus bank holidays
• Cycle to work scheme
• Salary sacrifice car scheme
• Eyecare vouchers
• Employee discounts via Edenred
• Employee Assistance Programme (EAP)

This is a hybrid role , requiring 3 days per week on-site