Job Description:

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.

Our National Security Team supports the intelligence community by providing, operating, and assuring critical voice, video, and collaboration services for the full spectrum of operations.

AT&T has an opening for a Service Manager professional to support the Defense and National Security Sector.

The job duties of the Service Manager are as follows:  The Service Manager diagrams and documents repeatable processes for a technical program.  Meets with the SMEs to gather requirements and document detailed steps for each repeatable task activity.  Manages and updates the ServiceNow service catalog and develops service requirements packages for standard catalog items.  Monitors service fulfillment identifies discrepancies or breaks in automated workflows that impact service delivery objectives and escalates them for resolution.  Performs version-controlled updates and document tracking.

• Collaborate with engineers and project managers to gather technical requirements and submit them to developers in clear, concise written communication.
• Monitor project lifecycle workflows and submit tickets to resolve errors.
• Manage and track the DMND and ENHC process for all service delivery requirements and complete escalations when needed.
• Create/update complex workflows and process documents of repeatable tasks and disseminate to program teams via training.
• Conduct quality review of documents and tickets to ensure compliance standards are met.
• Work with integrators and developers to seek out solutions to improve productivity and performance metrics.
• Create Weekly, Daily and Monthly reports and manage task deadlines.

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

Required Qualifications: Candidate must have a Bachelor’s degree and one year of experience, an Associates degree and 3 years’ experience or a HS diploma and 5 years’ experience.  

• Familiarity of ITIL processes.
• Technical documentation experience; use of clear language and proper grammar, spelling and punctuation.
• Ability to execute tasks quickly and efficiently.
• Expertise in or desire to learn Confluence and MS Visio.
• Ability to collaborate with teams, facilitate technical discussions and work independently.
• Use various program resources to answer questions and recommend solutions.

Ready to join our team? Apply today!

Our Service Manager (Admin 4) (Government) earns between: $98,100 - $130,000 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)

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:

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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.