AT&T · 4 hours ago
Service Desk Queue Lead TM1 (Government)
Columbia, Maryland
Full-time
Onsite
Entry, Mid Level
$72K/yr - $112K/yr
1+ 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. As the Queue Lead, you will own the day-to-day health of assigned Service Desk ticket queues, ensuring efficient workflow and adherence to Service Level Agreements (SLAs).
CollaborationCommunications InfrastructureMobileService IndustryTelecommunicationsWireless
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
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
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
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
Qualification
Required
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)
Preferred
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
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
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