**Job Description:** 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. **AT&T has an opening for a** **Service Desk Queue Lead** to support the team by performing the activities associated with the management of ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met. **Description of Job Duties/Responsibilities:** + Train new & incoming QCs for proper ticket handling, processes, and procedures. + Monitor respective queues within Service Desk. + Manage SLA attainment through collaboration with Service Delivery and SLA Team. + Complete day to day management tasks for supporting the assigned QCs to their respective queues, to include: + Timesheets + Career progression + Productivity + Attendance + Report daily metrics on respective queues. + Obtain daily trend analysis, areas for improvement, and effective time management due to critical SLA time clocks. + This position requires office presence a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. **Required Clearance** TS/SCI with polygraph. (#ts/sci) (#polygraph) **Required Qualifications:** Candidate should have a Bachelor's degree and three (3) years of working with SLAs, ticket coordination and queue management is required. Candidate must have good communication, teamwork, and time management skills. Ability to function under tight deadlines and engage directly with customers is a plus. **Ready to join our team? Apply today!** **Our Service Desk Queue Lead (TM III) (Government) earns between** **$79,300 - $156,900** **yearly. 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.** **Joining our team comes with amazing perks and 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** **Weekly Hours:** 40 **Time Type:** Regular **Location:** Columbia, Maryland 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 will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status