Job Description:

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

Are you a dynamic leader with a passion for operational excellence and customer satisfaction?

AT&T is seeking an experienced Neighborhood Manager: To join our team in support of a high-visibility government contract. This pivotal role will be responsible for managing service delivery staff, ensuring seamless end user support, and driving continuous improvement initiatives to exceed customer expectations.

Description of Job Duties/Responsibilities: 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.

• Team Leadership: Supervise and mentor Service Delivery Staff performing corrective and preventive maintenance, installations, and changes to end user devices, ensuring compliance with service levels and contractual objectives.
• Work Plan Management: Independently develop and execute work plans for individual and team tasks, balancing daily demands with long-term goals.
• Operational Excellence: Champion operations improvement initiatives to enhance overall customer service, efficiency, and staff productivity.
• Customer Satisfaction: Serve as a primary point of contact, fostering strong client relationships, ensuring adherence to company policies, and maintaining high customer satisfaction.
• Issue Resolution: Investigate significant matters, recommend, and implement effective solutions, ensuring minimal impact to service delivery.
• Technical Oversight: Provide hands-on guidance for a broad range of end user device support activities, including installation/maintenance of workstations, telephony, audio/video equipment, and troubleshooting complex internetwork issues.
• Network & Hardware Support: Maintain and resolve issues related to data, voice, and video endpoint hardware and systems. Analyze, isolate, and resolve technical errors promptly.
• Service Level Management: Understand and manage SLAs, articulate their impact on the program, and ensure compliance to avoid service credits. Monitor and report on SLA performance.
• Service Desk Collaboration: Apply a basic understanding of Service Desk and Ticketing Rules (J.7), ensuring efficient ticket resolution and adherence to escalation procedures.
• Resource Management: Demonstrate familiarity with Resource Units (RUs) and Service Catalog Items, optimizing resource allocation to meet evolving customer needs.
• Mobility & Flexibility: Support the customer campus environment with on-site presence and potential mobility as required by the business needs.

Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)

Required Qualifications:

• 3-6 years of supervisory experience managing programs/contracts of similar scope, type, and complexity.
• Bachelor’s degree from an accredited college or university is preferred.
• In lieu of a degree, an additional four (4) years of computer support and/or relevant supervisory experience may be substituted.
• Demonstrated experience supporting large-scale, mission-critical environments.
• Strong working knowledge of end user device support, network troubleshooting, and service delivery best practices.
• Ability to work flexible hours and provide 24x7 on-call support as required.
• Excellent organizational, communication, and customer relationship management skills.

Highly Desired Skills:

• In-depth understanding of Service Level Agreements (SLAs) and their operational impacts.
• Familiarity with Service Desk and Ticketing Rules (J.7).
• Experience with Resource Units (RUs) and Service Catalog Items.
• Proven track record of implementing process improvements and driving customer satisfaction in a technical environment.

Desired Qualifications: DoD 8570 Certification.

Ready to join our team? Apply Today!

Our Neighborhood Manager (TM II) (Government) earns between $79,300 – $133,000 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) Pro-rated when working less than 40 hrs/wk.
• 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 is a fair chance employer and does not initiate a background check until an offer is made.