GNOC Functional Lead - Expert (Government)

The GNOC Functional Lead position requires office presence of a minimum of 5 days per week and is only located at the customer’s site. AT&T Global Public Sector provides secure, IP-enabled, cloud-based, network solutions and professional services to the Federal Government. The National Security Team supports the intelligence community, ensuring critical voice, video, and collaboration services for various operations.

Job Duties/Responsibilities

• Acts as the GNOC Team Lead, managing approximately 40 personnel for a 24x7x365 network operations mission.
• Provides day-to-day leadership for Tier I and Tier II operations personnel, focusing on network monitoring, service desk operations, incident response, escalation, service restoration, and operational reporting.
• Manages all aspects of assigned staff leadership, including performance appraisals, employee counseling, shift scheduling, coverage planning, training, mentoring, and after-hours work coordination.
• Tracks and reports SLA performance, ticket metrics, operational trends, workload distribution, aging tickets, recurring issues, and service delivery performance.
• Serves as a customer-facing operational lead for status updates, issue resolution, escalation support, operational reporting, and customer engagement activities.
• Coordinates operational activities with customer representatives, program leadership, engineering, cyber operations, provisioning, field support, and other functional teams.
• Drives process improvement, root cause analysis, corrective action tracking, and continuous service improvement across the GNOC environment.
• Ensures team compliance with customer requirements, program procedures, security requirements, escalation protocols, service management processes, and contractual performance expectations.

Required Qualifications

• Total of 12 years of applicable experience supporting network operations, enterprise IT operations, telecommunications operations, service delivery, or mission operations environments.
• Demonstrated experience leading technical operations personnel in a 24x7x365 network operations, service desk, enterprise monitoring, or mission support environment.
• Experience managing personnel responsibilities such as performance appraisals, employee counseling, scheduling, shift coverage, training, mentoring, and after-hours support coordination.
• Experience tracking and reporting SLA performance, ticket metrics, operational performance, service delivery trends, and customer-impacting issues.
• Strong written and verbal communication skills, including the ability to brief operational status, explain technical issues, and communicate performance trends to leadership and customer stakeholders.
• Working knowledge of ITIL-based service management practices.
• Current PMP certification preferred.

Desired Qualifications

• Experience leading a team of 25 or more personnel in a government network operations, service desk, enterprise operations, or mission operations environment.
• Experience supporting classified government customer environments and coordinating operational priorities across multiple technical and functional teams.
• Demonstrated experience improving ticket performance, SLA attainment, operational reporting, escalation management, and service delivery processes.
• Experience conducting root cause analysis, corrective action tracking, operational trend analysis, and continuous service improvement.
• Experience supporting customer meetings, operational reviews, readiness assessments, outage reviews, and executive-level status reporting.
• Familiarity with LAN, WAN, transport, voice, video, collaboration, monitoring, service desk, cyber operations, and enterprise infrastructure support activities.
• ITIL certification desired.
• Cisco, network operations, service management, or related technical certifications desired.

Weekly Hours

40

Time Type

Regular

Location

Mclean, Virginia