Job Description

​ This position requires office presence of a minimum of 5 days per week and is only located at customer's site.AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.Our National Security Team supports the intelligence community, providing, operating, and assuring critical voice, video and collaboration services for the full spectrum of operations.AT&T is seeking a Quality Control Lead to support mission‑critical IT services for Intelligence Sector customers. This role partners closely with service owners, project management, operations, and engineering teams to ensure ITSM process compliance, SLA performance, audit readiness, and continual service improvement (CSI). The Quality Control Lead translates operational data into actionable insights, drives corrective actions to closure, and enables sustained quality improvements across enterprise IT operations.Success in this role is measured by improved SLA performance, reduced repeat incidents, audit findings resolved on schedule, and high‑confidence, executive‑ready quality reporting.Job Duties/Responsibilities:Service Quality & Performance ManagementTranslate IT service operational data into trends, insights, and actionable recommendations for leadershipMonitor SLA performance, near‑misses, and systemic defects; identify recurring issues and drive resolution to closurePerform and facilitate root cause analysis for customer‑impacting incidents, SLA breaches, and repeated problemsAudit, Governance & ComplianceMaintain an audit‑ready quality posture through disciplined documentation, evidence management, and process adherenceAudit service management team execution, including ITSM process compliance, documentation quality, and operational handoffsEnsure quality activities align with program governance expectations, contract requirements, and SLA performance targetsContinual Service Improvement (CSI)Identify and lead ITSM process, workflow, and SOP improvements to achieve:Improved efficiency and reduced reworkEnhanced first‑time qualityCost savings and performance gainsSupport CSI communication and training for operations and engineering teamsReporting & Executive CommunicationProduce daily, weekly, and monthly quality reports covering:Service metrics, SLA trends, and performance indicatorsQuality findings, risks, corrective actions, and improvement progressCommunicate quality risks and issues clearly to stakeholders and program leadership, recommending corrective actionsChange, Release & Validation SupportSupport quality testing and validation for new or changed systems, processes, and service workflowsValidate readiness and operational compliance for service changes prior to implementationRequired Clearance:TSSCI with poly (#tssci) (#polygraph)Required Qualifications:Candidate must have 10 years of experience that can be a combination of work history and education. This equates to a Doctorate and 3 years, master’s and 4 years, bachelor’s and 6 years, associates and 8 years or HS diploma and 10 years.Strong analytical skills with demonstrated ability to convert operational data into meaningful trends, insights, and recommendationsWorking knowledge of IT service operations and ITSM processes and practices, including incident, problem, change, request management, and CMDB/asset conceptsProven experience conducting audits or quality reviews, documenting findings, and driving corrective actions to closureExperience building dashboards and executive‑ready management reporting using ITSM tools and BI/reporting tools (tool‑agnostic)Strong written and verbal communication skills, including the ability to brief senior leadersAbility to manage multiple priorities in a high‑tempo, operational environmentAbility to work independently with minimal supervision and interface regularly with leadership and stakeholdersDesired Qualifications:Experience supporting government customers or programs with formal governance, SLA, and performance requirementsFamiliarity with audit preparation, assessments, and evidence retention in regulated environmentsExperience supporting quality validation for system releases or process changesUnderstanding of contractually governed IT service delivery environmentsCertifications (Preferred):ITIL (any level), Lean / Six SigmaISO 9001 familiarity, CMMI familiarity, or equivalent QA / process improvement credentialsOur Quality Control Lead (IT IA IM Program/Project Management Level II)'s earn between $79,300 - $203,199. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.Joining our team comes with amazing perks and benefits:Medical/Dental/Vision coverage401(k) planTuition reimbursement programPaid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)Paid Parental LeavePaid Caregiver LeaveAdditional sick leave beyond what state and local law require may be available but is unprotectedAdoption ReimbursementDisability Benefits (short term and long term)Life and Accidental Death InsuranceSupplemental benefit programs: critical illness/accident hospital indemnity/group legalEmployee Assistance Programs (EAP)Extensive employee wellness programsEmployee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phoneWeekly Hours:40Time Type:RegularLocation:Chantilly, VirginiaIt is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.

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