Refresh Manager (TM II) (Government)

AT&T•Columbia, MD

1d•$89,200 - $133,000•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 is seeking a dynamic and detail-oriented IT Refresh Manager: To lead a team responsible for the systematic refresh of client hardware as part of a large government contract. In this pivotal supervisory role, you will oversee all aspects of hardware refresh—from planning and asset verification to reporting, scheduling, and staff management—ensuring seamless execution with minimal disruption to mission-critical activities. Your leadership will drive the refresh program’s success, delivering reliable, up-to-date technology solutions that empower the customer’s workforce.

Requirements

Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)
Education: Bachelor’s degree from an accredited college or university required.
Experience: At least three (3) years of supervisory or project management experience, preferably in IT refresh or similar technical project environments.
Technical Knowledge: Familiarity with refresh projects, coordination of technical teams, and asset management is a strong plus.
Professional Skills: Exceptional communication, teamwork, and time management abilities. Proven track record of functioning effectively under tight deadlines. Strong organizational and leadership skills with the ability to engage directly with customers and stakeholders. Proficiency in using project management and ticketing tools.
Personal Attributes: Detail-oriented, results-driven, and adaptable to changing priorities. Commitment to customer service and continuous process improvement.

Nice To Haves

8570 Certification

Responsibilities

Strategic Planning & Target Setting: Collaborate in the development of monthly refresh targets for all neighborhoods, aligning with service level agreements (SLAs) and organizational objectives.
Asset Management Coordination: Work closely with the UTL and Asset teams to track, verify, and quantify missing assets, ensuring precise state and location data for all hardware.
Reporting & Metrics: Lead the creation and delivery of comprehensive reports on refresh progress, results, and trends to inform leadership and stakeholders.
Queue Management & Task Prioritization: Oversee all refresh queues, setting priorities for queue coordinators and refresh technicians to maximize efficiency and SLA compliance.
Remediation & Stakeholder Coordination: Manage remediation actions, coordinating with the Government PMO and customer organizations to minimize operational disruptions and meet mission needs.
Scheduling & Validation: Review, validate, and coordinate refresh work, including scheduling customer access to restricted work areas and ensuring all work is executed per plan.
Ticketing & Documentation: Create refresh ticketing templates, generate mass tickets for refresh events, and maintain robust documentation for all activities.
Team Support & Supervision: Provide guidance to Queue Managers and Coordinators, oversee daily technical staff activities, and support staff development through training, coaching, and career growth initiatives.
Internal & External Representation: Support the Refresh Manager in preparing tracking products, presenting in meetings, and representing the refresh function internally and externally.
Cross-Functional Collaboration: Coordinate closely with Assets, Distribution, and Neighborhood Teams to ensure readiness and alignment for refresh activities.
Process Improvement & Training: Lead the development and continuous improvement of refresh processes and procedures. Manage refresher training to keep technicians updated on procedures and SLA requirements.
Trend Monitoring & Communication: Analyze and communicate trends in refresh activities, providing actionable insights to the Refresh Manager and stakeholders.

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