AT&T Service Manager, VTC and Video (Duluth) in Columbia, Maryland



  1. Managing operational VTC & Video team responsible for local

hands-on support of hardware, software and firmware.

  1. Ensuring service

levels and objectives are met.

  1. Creating and implementing operations

improvements to meet established objectives across multiple facilities.


Developing processes for leveraging and using resources to meet customer


  1. Developing and maintaining communications with management and staff

to ensure that service is delivered on time and within budget or contractual


  1. Investigating and resolving matters of significance as


  1. Ensuring appropriate planning of the impact of connectivity

outages, service level agreements and other issues.

  1. Preparing and

providing program management reports and briefings, manage deliverable

schedules and support process improvement.

  1. Maintaining/tracking project

status (Integrated Master Schedule, documentation status, etc.);

assign/track status of key actions/tasks; keep leadership informed on

status. This is a supervisory job with responsibility to direct, 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.

Required Skills,

Experience, and Education : Service Manager shall have 19

years of experience which can be a combination of education and work

experience, to include experience as a program or project manager in managing

projects and contracts of similar scope, type, and complexity. A Master’s degree is

equivalent to 6 years of experience, a Bachelor’s degree is equivalent to 4

years of experience and an Associate’s degree is equivalent to 2 years of


Required Clearance: TS/SCI

with FS Poly.