AT&T · 2 months ago
Enterprise Service Desk (ESD) Lead (Government)
Lorton, Virginia
Full-time
Onsite
Mid, Senior Level
$89K/yr - $208K/yr
7+ years expAT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. The Enterprise Service Desk (ESD) Lead will ensure high-quality technical support and customer service for all Marine Corps Recruiting Command (MCRC) users, acting as the initial point of contact for troubleshooting hardware, software, and printer issues.
CollaborationCommunications InfrastructureMobileService IndustryTelecommunicationsWireless
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Supervise and direct daily operations of the Service Desk / Enterprise Service Desk (ESD) staff
Provide phone and in-person support for:
Email systems and directories
Standard Windows desktop applications
Applications developed or deployed under this contract
Serve as the technical point of contact for troubleshooting hardware, software, and printer problems
Manage ticket queues, track metrics, and ensure issues are resolved within established SLAs using BMC Remedy ITSM
Oversee multi-server environments and provide guidance on PC operating systems (Windows/DOS), networking, and mail standards
Mentor and train help desk staff to maintain excellent customer service and technical performance
Prepare and deliver reports on help desk performance, incident trends, and SLA compliance
Qualification
Required
Bachelor's Degree in Computer Science, Information Systems, Engineering, Business, or a related discipline
7 years of IT experience, including:
At least 5 years of specialized experience managing help desks in multi-server environments, with knowledge of PC OS, networking, and email standards, and supervision of help desk employees
At least 3 years of recent experience within the last 5 years
Strong oral and written communication skills
Demonstrated leadership and ability to manage teams in a technical support environment
Experience with BMC Remedy ITSM ticketing system
Must have One or more of the following certifications is required: CompTIA Security+, CND (Certified Network Defender), GFACT (GIAC Fundamentals Certification), GSEC (GIAC Security Essentials Certification)
Required Clearance: Secret (#secret)
Preferred
Prior experience supporting DoD or Marine Corps IT operations
Experience in troubleshooting and supporting enterprise applications
Proven success in maintaining SLA compliance in a large-scale enterprise environment
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
Company
AT&T
AT&T is a telecommunications company that provides wireless communications, internet and digital television services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$5.04BKey Investors
National Telecommunications and Information Administration
2025-09-19Post Ipo Debt· $5B
2024-02-12Grant· $42.3M
2023-01-19Grant· $2.2M
Leadership Team
Jeremy Legg
Chief Technology Officer
Pascal Desroches
Senior Executive Vice President and Chief Financial Officer
Recent News
2026-01-21
eeNews Europe
2026-01-20
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