Customer Communications Support ManagerLeads the enterprise communications portfolio, including VoIP, VTC, and supporting network infrastructure, ensuring secure, reliable, and uninterrupted voice and video services across the organization. Oversees performance, availability, and incident response while aligning communications capabilities with mission and operational needs.
Key Responsibilities- Oversee enterprise VoIP and VTC systems, ensuring high availability and performance.
- Manage communications infrastructure, including hardware, software, and network integrations.
- Monitor system performance and implement proactive measures to prevent service disruptions.
- Lead incident response, troubleshooting, and escalation for voice and video services.
- Coordinate with network, cybersecurity, and infrastructure teams to ensure seamless operations.
- Develop and enforce service continuity and disaster recovery plans.
- Manage vendor relationships and service-level agreements (SLAs).
- Provide leadership, mentorship, and oversight to technical teams supporting communications systems.
Required Qualifications- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 10+ years of experience in telecommunications, network engineering, or enterprise communications.
- Demonstrated experience managing VoIP and VTC systems in a large-scale environment.
- Strong understanding of network infrastructure and communications protocols.
- PMP certification or equivalent project management experience.
Preferred Qualifications- DoD 8570/8140 IAT Level III certification.
- CCNP Collaboration or higher certification.
- Experience supporting federal or defense environments.
- Familiarity with secure communications and compliance requirements.
Job Specific Skills- Enterprise communications management (VoIP, VTC, network).
- Service continuity and reliability oversight.
- Infrastructure performance monitoring and optimization.
- Incident response and escalation management.
- Cross-functional coordination and stakeholder communication.
- Vendor and SLA management.
- Risk assessment and mitigation planning.
- Technical leadership and team development.
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
