Quality Control Lead (IT IA IM Program/Project Management Level II) - Government

​ 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 Management

• Translate IT service operational data into trends, insights, and actionable recommendations for leadership
• Monitor SLA performance, near‑misses, and systemic defects; identify recurring issues and drive resolution to closure
• Perform and facilitate root cause analysis for customer‑impacting incidents, SLA breaches, and repeated problems

Audit, Governance & Compliance

• Maintain an audit‑ready quality posture through disciplined documentation, evidence management, and process adherence
• Audit service management team execution, including ITSM process compliance, documentation quality, and operational handoffs
• Ensure quality activities align with program governance expectations, contract requirements, and SLA performance targets

Continual Service Improvement (CSI)

• Identify and lead ITSM process, workflow, and SOP improvements to achieve:
  • Improved efficiency and reduced rework
  • Enhanced first‑time quality
  • Cost savings and performance gains
• Support CSI communication and training for operations and engineering teams

Reporting & Executive Communication

• Produce daily, weekly, and monthly quality reports covering:
  • Service metrics, SLA trends, and performance indicators
  • Quality findings, risks, corrective actions, and improvement progress
• Communicate quality risks and issues clearly to stakeholders and program leadership, recommending corrective actions

Change, Release & Validation Support

• Support quality testing and validation for new or changed systems, processes, and service workflows
• Validate readiness and operational compliance for service changes prior to implementation

Required 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 recommendations
• Working knowledge of IT service operations and ITSM processes and practices, including incident, problem, change, request management, and CMDB/asset concepts
• Proven experience conducting audits or quality reviews, documenting findings, and driving corrective actions to closure
• Experience 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 leaders
• Ability to manage multiple priorities in a high‑tempo, operational environment
• Ability to work independently with minimal supervision and interface regularly with leadership and stakeholders

Desired Qualifications:

• Experience supporting government customers or programs with formal governance, SLA, and performance requirements
• Familiarity with audit preparation, assessments, and evidence retention in regulated environments
• Experience supporting quality validation for system releases or process changes