Service Desk Queue Lead TM1 (Government)

AT&T•Columbia, MD

4d•$72,000 - $112,500•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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.

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.

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