Refresh Manager (TM II) (Government)

AT&T•Columbia, MD

25d•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 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. AT&T has an opening for a Refresh Manager to lead a team of personnel responsible for the refresh of client hardware. 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. Description of Job Duties/Responsibilities: Supports the development of monthly Refresh targets for all neighborhoods in support of monthly refresh SLAs Reviews and works with the UTL team to quantify missing assets Works with the Asset team to verify asset state and location Leads with the development of reports for all Refresh efforts Performs all queue management for all types of refresh performed on program by tasking managing the priorities of queue coordinators and refresh technicians Manages remediation actions including coordination with both the Gov’t PMO and Customer organization to minimize disruptions to mission activities Oversees refresh queue coordinators Reviews and validates all refresh work including scheduling and coordination with customers for access for their restricted work areas Creates refresh ticketing templates and mass tickets needed for refresh Assists other Queue Manager or Queue Coordinators as questions arise Manages day to day activities of technical staff, including adherence to established procedures, timesheets, training and career growth Supports the Refresh Manager in developing products for internal leadership to aid in tracking and metrics Supports the Refresh Manager in both internal and external meetings, representing refresh for the program. Works closely with the Assets, Distribution, and Neighborhood Teams to ensure all are prepared for refresh activities Manages refresher training and for refresh technicians to ensure they are knowledgeable on current processes and SLA requirements. Develops refresh projections and inventory acquisition. Lead the development of refresh processes and procedures exploiting areas for growth or improvement Monitors trends and communicates them to the Refresh Manager/applicable stakeholders as necessary This is a supervisory job with responsibility to plan and apportion work of employees including interviewing, selecting, training, recommending the setting and adjusting of rates of pay and hours of work, coaching and assessing performance, and ensuring compliance with company and regulatory policy.

Requirements

TS/SCI with polygraph.
Candidate should have a Bachelor’s degree and three (3) years of supervisory or project management experience.
Familiarity with refresh project/efforts, coordinating staff and technical requirement is a plus.
Candidate must have good communication, teamwork, and time management skills.
Ability to function under tight deadlines and engage directly with customers is a plus.

Nice To Haves

8570 Certification.

Responsibilities

Supports the development of monthly Refresh targets for all neighborhoods in support of monthly refresh SLAs
Reviews and works with the UTL team to quantify missing assets
Works with the Asset team to verify asset state and location
Leads with the development of reports for all Refresh efforts
Performs all queue management for all types of refresh performed on program by tasking managing the priorities of queue coordinators and refresh technicians
Manages remediation actions including coordination with both the Gov’t PMO and Customer organization to minimize disruptions to mission activities
Oversees refresh queue coordinators
Reviews and validates all refresh work including scheduling and coordination with customers for access for their restricted work areas
Creates refresh ticketing templates and mass tickets needed for refresh
Assists other Queue Manager or Queue Coordinators as questions arise
Manages day to day activities of technical staff, including adherence to established procedures, timesheets, training and career growth
Supports the Refresh Manager in developing products for internal leadership to aid in tracking and metrics
Supports the Refresh Manager in both internal and external meetings, representing refresh for the program.
Works closely with the Assets, Distribution, and Neighborhood Teams to ensure all are prepared for refresh activities
Manages refresher training and for refresh technicians to ensure they are knowledgeable on current processes and SLA requirements.
Develops refresh projections and inventory acquisition.
Lead the development of refresh processes and procedures exploiting areas for growth or improvement
Monitors trends and communicates them to the Refresh Manager/applicable stakeholders as necessary
This is a supervisory job with responsibility to plan and apportion work of employees including interviewing, selecting, training, recommending the setting and adjusting of rates of pay and hours of work, coaching and assessing performance, and ensuring compliance with company and regulatory policy.

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