Service Desk Queue Lead TM1 (Government)

Job Description:

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted.

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.

RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant.

As the Queue Lead, you will own the day-to-day health of assigned Service Desk ticket queues on a large government contract. Your mission is to keep work flowing efficiently and predictably: triage and prioritize incoming demand, assign tickets to the right technical resources, remove blockers, and relentlessly manage to Service Level Agreements (SLAs) and performance objectives. This role is highly operational, metrics-driven, and requires calm, decisive leadership under time-sensitive conditions.

Job Duties/Responsibilities:

Queue & Workflow Management

• Monitor assigned Service Desk queues continuously to ensure timely triage, routing, and progression of tickets.
• Prioritize tickets based on severity, mission impact, customer commitments, and SLA “time clock” risk.
• Assign work to the appropriate technical resources to drive fast, accurate resolution of end-user concerns.
• Ensure proper categorization, documentation, and adherence to ticket handling standards and SOPs.
• Identify aging tickets and stalled workflows; drive escalation and follow-through to closure.

SLA Attainment & Cross-Team Collaboration

• Manage SLA attainment through daily coordination with Service Delivery and the SLA Team.
• Proactively identify SLA risks (breach candidates) and implement mitigation plans (reassignment, escalation, swarm support, customer updates).
• Balance workload across Queue Coordinators (QCs) and technical teams to maintain service continuity and meet contractual objectives.

Daily Management of Assigned QCs

• Complete and oversee daily operational management tasks for QCs supporting their respective queues, including:
• Timesheets and schedule adherence
• Attendance and coverage planning
• Productivity monitoring and workload balancing
• Metrics, Reporting, and Continuous Improvement
• Produce and distribute daily metrics reports for assigned queues (volume, backlog, aging, SLA performance, reassignment rates, first-touch handling, etc.).
• Conduct daily trend analysis to identify recurring issues, root causes, training gaps, and improvement opportunities.
• Implement time management strategies and queue discipline to optimize throughput and protect critical SLA timelines.

Required Clearance:

TS/SCI with polygraph (#tssci) (#polygraph)

Required Qualifications:

• High School Diploma (or equivalent).
• 1–3 years of experience working with SLAs, ticket coordination, and ticket queue management.
• Strong communication skills (written and verbal), including the ability to provide clear status updates to stakeholders.
• Demonstrated teamwork, prioritization, and time management skills.
• Ability to work under tight deadlines and maintain composure during high-volume or high-severity events.

Preferred Qualifications

• Experience engaging directly with customers/end users in a service desk or IT support environment.
• Familiarity with ITSM tools and queue-based operations (e.g., ServiceNow, Remedy, etc.) and standard incident/request workflows.
• Prior experience leading teams in a regulated or government-contract setting.

Success Measures (What “Good” Looks Like)

• SLAs met consistently; SLA risk identified early and mitigated effectively.
• Backlog remains controlled; aging tickets actively managed with clear ownership and next actions.
• QCs demonstrate strong ticket hygiene, correct routing, and consistent documentation quality.
• Daily reporting is accurate, actionable, and used to drive measurable improvements.

Weekly Hours:

Time Type:

Location:

It 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.