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End-User Service Manager TM2 (Government)

Columbia, Maryland

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Government Support at AT&T

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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.

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 an End-User Service Manager to manage engineering end-user team responsible for engineering and Tier 3 support of computer hardware, software, and firmware including but not limited to desktops, laptops, thick clients, thin clients, tablets, printers, scanners, and any peripherals attached to these devices, etc.

The job duties are as follows:   

·       Provide Information Technology systems engineering approaches, processes, oversight, and mentorship to a team of technical engineers while using industry established development practices.

·       Apply engineering practices to the planning, research, identification, testing and fielding necessary to support an enterprise environment over the long-term with IT hardware that evolves over time.

·       Apply industry established system development lifecycle processes including technical strategy, primary and derived requirements establishment, measurable development iterations, system design, testing, integration, and implementation. 

·       Coordinate information systems strategy with partner contractor partners, vendors, and the customer.

·       Ensure service levels and objectives are met by developing and deploying tools, processes, and procedures to increase the productivity of the field support teams.

·       Implement and utilize automation to discover, manage, and remediate endpoints to include BIOS settings, BIOS upgrades, software patches and other configurable items to effectively manage and assure compliance of the endpoint,

·       Develop dashboard constructs to be implemented to provide insights to compliance, status, and a real-time overview of end-user’s key performance indicators (KPIs) or data points.

·       Creating and implementing operations improvements to meet established objectives across multiple facilities.

·       Developing processes for leveraging and using resources to meet customer needs.

·       Developing and maintaining communications with management, staff, vendors and partners.  Ensure that service is delivered on time and within budget or contractual obligations.

·       Investigating and resolving matters of significance as appropriate.

·       Ensuring appropriate planning of the impact of connectivity outages, service level agreements and other issues.

·       Preparing and providing program management reports and briefings, manage deliverable schedules and support process improvement.

·       Maintaining, assigning, and tracking status of key actions/tasks; keep leadership informed on status.

·       Have the ability and mindset to flourish within a matrix environment.

Required skills that the End-User Service Manager should possess include:

·       Technical Competency: Knowledge of system engineering processes, Agile solution development approaches, computer hardware, networks, and operating systems. This includes understanding of requirements development, integration, system testing and desktop applications.

·       Problem-Solving Skills: The ability to troubleshoot and resolve technical issues is paramount. This includes being able to identify, analyze, and solve both hardware and software problems.

·       Project Management: The ability to manage projects, meet deadlines, and work within budgets. This includes the coordination of resources and ensuring that projects are completed on time and within scope.

·       Communication Skills: Strong verbal and written communication skills are necessary to effectively convey technical information to non-technical people. This also includes active listening and the ability to understand and respond to the needs of users.

·       Customer Service: A customer-centric mindset is key. This includes understanding the needs of the end-users, being able to empathize with their situations, and striving to provide excellent service.

·       Leadership and Team Management: The ability to lead and manage a team is vital. This includes motivating team members, delegating tasks, and managing conflicts.

·       Analytical Thinking: The ability to analyze complex situations and data to make informed decisions.

·       Knowledge of ITIL Practices: Understanding of IT Infrastructure Library (ITIL) practices for IT service management is beneficial for managing IT services according to business needs.

Adaptability: As technology continues to evolve, a successful IT Desktop Environment Service Manager should be able to adapt and learn new technologies quickly.

Required Clearance:

TS/SCI with poly (#ts/sci) (#polygraph)

Required Qualifications:

Bachelor’s Degree in a Computer, Business or Math related field and 5 years of experience leading technical teams in environments scope, type, and complexity is required. Shall have at least three (3) years of demonstrated experience in demonstrating the required skills.

Our End-User Service Manager's earn between $105,400 - $130,300. 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:

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.



Job ID R-14854 Date posted 03/18/2024
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Benefits

Invested in your satisfaction and continued success.

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Let’s start with the big one: Your work gets rewarded with competitive compensation and benefits. It really does pay to be on our team.

Compensation

When it comes to priorities, we know family tops the list. For the moments that matter the most, you'll be there for them, and we'll be here for you.

Family Leave

Paid Time Off

Our people have class. Literally. We can help you out on approved education costs with our tuition assistance plan.

Tuition
Assistance

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Insurance Options

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Discounts

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Training & Development

When the day comes that you get some much needed R&R (not that you’d ever want to leave #LifeAtATT) you’ll know your future is set with the AT&T Retirement Savings Plan (ARSP).

Savings

Give back to your community and connect with colleagues through social and team-building events, and annual paid time off for volunteer efforts of your choice.

Community & Team Events

Wellness resources and incentives to help you prioritize your health and wellbeing and be your best self inside and outside of work.

Total Wellbeing

The Hiring Process

Step 1

Complete a quick application online and check your status often.

Step 2

Virtual or in-person
Interviews

Dress professionally and ensure good WiFi interviewing virtually.

Step 3

Conditional
Job Offer

After a background check, you're part of the team.

Step 4

Welcome! Onboarding
and Training Begins

Our training and certification programs set you up for success.

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