AT&T · 18 hours ago
Neighborhood Manager (TM II) (Government)
Columbia, Maryland
Full-time
Onsite
Mid, Senior Level
$79K/yr - $133K/yr
3+ years expAT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Department of Defense. The Neighborhood Manager will be responsible for managing service delivery staff, ensuring seamless end user support, and driving continuous improvement initiatives to exceed customer expectations.
CollaborationCommunications InfrastructureMobileService IndustryTelecommunicationsWireless
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
Independently develop and execute work plans for individual and team tasks, balancing daily demands with long-term goals
Champion operations improvement initiatives to enhance overall customer service, efficiency, and staff productivity
Serve as a primary point of contact, fostering strong client relationships, ensuring adherence to company policies, and maintaining high customer satisfaction
Investigate significant matters, recommend, and implement effective solutions, ensuring minimal impact to service delivery
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
Maintain and resolve issues related to data, voice, and video endpoint hardware and systems. Analyze, isolate, and resolve technical errors promptly
Understand and manage SLAs, articulate their impact on the program, and ensure compliance to avoid service credits. Monitor and report on SLA performance
Apply a basic understanding of Service Desk and Ticketing Rules (J.7), ensuring efficient ticket resolution and adherence to escalation procedures
Demonstrate familiarity with Resource Units (RUs) and Service Catalog Items, optimizing resource allocation to meet evolving customer needs
Support the customer campus environment with on-site presence and potential mobility as required by the business needs
Qualification
Required
3-6 years of supervisory experience managing programs/contracts of similar scope, type, and complexity
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
Required Clearance: TS/SCI with polygraph
Preferred
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
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
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
Company
AT&T
AT&T is a telecommunications company that provides wireless communications, internet and digital television services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$5.04BKey Investors
National Telecommunications and Information Administration
2025-09-19Post Ipo Debt· $5B
2024-02-12Grant· $42.3M
2023-01-19Grant· $2.2M
Leadership Team
Jeremy Legg
Chief Technology Officer
Pascal Desroches
Senior Executive Vice President and Chief Financial Officer
Recent News
2026-01-22
legacy.thefly.com
2026-01-22
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