Quality Control Lead – IT IA IM Program/Project Management Level II

AT&T

Quality Control Lead supporting mission‑critical IT services for Intelligence Sector customers. Ensuring ITSM process compliance and continual service improvement in a high-performing team environment.

Posted 4/23/2026full-timeChantilly • Virginia • 🇺🇸 United StatesSenior💰 $79,300 - $203,199 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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
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
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
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
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

Requirements

What you’ll need

Candidate must have 10 years of experience that can be a combination of work history and education
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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisroot cause analysisSLA monitoringquality reportingITSM processesincident managementproblem managementchange managementrequest managementCMDB

Soft Skills

analytical skillscommunication skillsleadershipproblem-solvingindependencetime managementstakeholder engagementdocumentationprioritizationcollaboration