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

Cricket Wireless LLC.; Chantilly (VA); On-site; USD 79,000 - 203,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement

Paid Time Off

Paid Parental Leave

Disability Benefits

Employee discounts

Wellness programs

Job summary

AT&T Global Public Sector in Chantilly, VA seeks a Quality Control Lead to ensure ITSM process compliance, audit readiness, and continual service improvement across enterprise IT operations. You translate operational data into actionable insights, drive corrective actions, and enable sustained quality reporting with senior leadership.

This role emphasizes strong analytical skills, dashboards and executive reporting, and the ability to work with service owners, project management, and engineering

Qualifications

• 10 years of experience or an equivalent combination of education and work history.
• Ability to translate operational data into trends and recommendations.
• Experience with ITSM processes: incident, problem, change, and request management.
• Audits or quality reviews with actionable findings and closure.
• Dashboards and executive-ready reporting using ITSM/BI tools.
• Strong written and verbal communication for senior leaders.
• Ability to manage multiple priorities independently.
• Interface with leadership and stakeholders regularly.

Responsibilities

• Translate IT service data into trends, insights and recommendations for leadership.
• Monitor SLA performance, near-misses, systemic defects and drive resolutions.
• Perform root cause analyses for incidents, SLA breaches, and repeated problems.
• Maintain audit-ready quality posture and disciplined evidence management.
• Audit service management execution and ensure ITSM process compliance.
• Lead CSI initiatives to improve efficiency, reduce rework and costs.
• Produce daily, weekly and monthly quality reports for stakeholders.
• Support quality testing and validation for new/changed systems.

Skills

Analytical skills

ITSM processes

Dashboards / reporting

Communication

Prioritization

Independent work

Education

Doctorate + 3 years

Bachelor's degree + 6 years

Tools

ITSM tools

BI / reporting tools

CMDB / asset concepts

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 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
• Understanding of contractually governed IT service delivery environments

Certifications (Preferred)

• ITIL (any level), Lean / Six Sigma ISO 9001 familiarity, CMMI familiarity, or equivalent QA / process improvement credentials

Salary

Our 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.

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

Employment Details

Weekly Hours: 40 Time Type: Regular Location: Chantilly, Virginia

Equal Employment Opportunity

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.

Company Overview

We are pioneers of making connections and have been ever since Alexander Graham Bell invented the telephone and founded our company. That was nearly 150 years ago, and we haven't stopped innovating since. At our core, we help bring families, communities, and businesses together with the products and services they need to thrive every day. From the widespread and growing availability of 5G and Fiber to working on things we once only dreamed of - at AT&T, we create connections that change the world.