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

AT&T•Chantilly, VA

1d•Onsite

About The Position

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. Our National Security Team supports the intelligence community, providing, operating, and assuring critical voice, video and collaboration services. 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.

Requirements

TSSCI with poly clearance
10 years of experience that can be a combination of work history and education (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

Nice To Haves

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
Understanding of contractually governed IT service delivery environments
ITIL (any level) certification
Lean / Six Sigma certification
ISO 9001 familiarity
CMMI familiarity
Equivalent QA / process improvement credentials

Responsibilities

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
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
Identify and lead ITSM process, workflow, and SOP improvements to achieve improved efficiency and reduced rework, enhanced first‑time quality, and cost savings and performance gains
Support CSI communication and training for operations and engineering teams
Produce daily, weekly, and monthly quality reports covering service metrics, SLA trends, performance indicators, quality findings, risks, corrective actions, and improvement progress
Communicate quality risks and issues clearly to stakeholders and program leadership, recommending corrective actions
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

Benefits

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone