Neighborhood Support Manager (TM I) (Government)

AT&T•Columbia, MD

1d•Onsite

About The Position

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 Neighborhood Support Manager - Responsible for supporting the delivery staff and ensuring that service levels and contractual objectives are met across multiple facilities on a large government contract. This role requires a proactive leader with strong technical, operational, and interpersonal skills who can drive service delivery excellence, facilitate customer satisfaction, and manage network-related support and improvements. 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.

Requirements

Experience: High school diploma/GED.
1-3 years of relevant experience supporting large government contracts, preferably in a technical service delivery or network management capacity.
Demonstrated experience working with technical teams to meet Service Level Agreement (SLA) objectives and resolve support tickets.
Technical Proficiency: Practical knowledge of network operations (data, voice, video), network hardware, and troubleshooting. Experience with network configuration, sustainment, and upgrades.
Interpersonal & Communication Skills: Excellent communication and customer service skills. Ability to collaborate and coordinate across diverse teams and frameworks to meet contract deliverables. Strong problem-solving and analytical abilities.
Other Qualities: Proven ability to manage multiple priorities in a fast-paced environment. Detail-oriented with a focus on operational excellence and continuous improvement.
Required Clearance: TS/SCI with polygraph.

Nice To Haves

Preferred Certifications (a plus): CompTIA Network+, CCNA, ITIL Foundation, or similar certifications.

Responsibilities

Service Delivery Management: Oversee and support service delivery staff to achieve and maintain contractually required service levels and objectives. Monitor daily operations, resolve escalated issues, and ensure consistent, high-quality service delivery.
Operational Improvements: Identify, recommend, and implement process improvements to enhance operational efficiency across multiple facilities. Support continuous improvement initiatives in customer service and technical support.
Customer Relationship & Satisfaction: Act as a primary point of contact for customers within the assigned area, facilitating strong relationships and high satisfaction. Ensure all activities adhere to company policies and contract requirements.
Issue Investigation & Resolution: Investigate significant matters impacting service delivery or customer satisfaction. Recommend and implement appropriate courses of action to resolve issues.
Business Development Support: Contribute to plans for new business development within the assigned area. Help manage activities related to customer requirements, budgets, and human resource needs.
Technical Support & Network Management: Demonstrate working knowledge of network service delivery, including maintenance, sustainment, and troubleshooting for data, voice, and video networks. Provide escalated Tier-2 and Tier-3 technical support for network issues; research, analyze, and resolve errors. Support the installation, configuration, and maintenance of network applications, hardware, and systems. Perform network configurations and changes on equipment such as routers, switches, intelligent hubs, PBX, voice mail, and call management systems. Prepare and update network diagrams and documentation to communicate the operational status of networks.

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