Enterprise Service Desk (ESD) Lead (Government)

Job Description:

This position requires office presence of a minimum of 5 days per week and is only located at customers site. Work will be performed at Quantico VA

AT&T Global Public Sector is a trusted provider of secure IP enabled cloud-based network solutions and professional services to theFederal 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.

AT&T will deliver comprehensive network support services to the Marine Corps Recruiting Command (MCRC) delivering reliable secure and mission-ready IT capabilities for over 6000 users across the globe. These services will enable MCRC to sustain daily recruiting operations worldwide while aligning with DoD DoN and USMC standards to enhance efficiency readiness and resilience.

AT&T has an opening for an Enterprise Service Desk (ESD) Lead to support theMarine Corps Recruiting Command (MCRC) headquartersat the Marine Corps Base Quantico VA. This role ensures high-quality technical support and customer service for all MCRC users acting as the initial point of contact for troubleshooting hardware software and printer issues.

Job Duties/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 usingBMC 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.

Required Clearance:

Secret (#secret)

Required Qualifications:

Bachelors Degreein Computer Science Information Systems Engineering Business or a related discipline.

7 years of IT experience including:

• At least5 years of specialized experiencemanaging help desks in multi-server environments with knowledge of PC OS networking and email standards and supervision of help desk employees.
• At least3 years of recent experiencewithin the last 5 years
  • Strong oral and written communication skills.
  • Demonstrated leadership and ability to manage teams in a technical support environment.
  • Experience withBMC Remedy ITSMticketing 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)

Desired Qualifications

• 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.

Weekly Hours:

Time Type:

Location:

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 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.