We are seeking an experienced Project Manager with a strong background in telecommunications or telephony operations and maintenance. The ideal candidate has a proven track record leading technical teams responsible for troubleshooting, service desk functions, and ongoing operational support of enterprise communication systems. This role requires a blend of technical understanding, operational leadership, and project management expertise to ensure reliable service delivery and continuous improvement.
Requirements:- U.S. Citizenship is required
- Must possess an active TS clearance at the time of application, be willing and able to obtain SCI access, and pass a CI polygraph.
- This position is onsite 5/days a week in Washington D.C.
Qualifications and Experience:- Bachelor's Degree in Information Systems, Computer Science, Business Systems, or related IT Management or equivalent combination of education, training, and work experience
- Minimum of 5+ years of relevant experience
- Demonstrated experience leading technical teams in service desk operations, troubleshooting, or system support roles.
- Understanding of voice technologies (VoIP, SIP, PBX, UC platforms), network fundamentals, and service management frameworks (ITIL preferred).
- Proven ability to manage multiple priorities in fast-paced operational environments.
- Excellent communication, coordination, and stakeholder-management skills.
- PMP, ITIL, or related certifications preferred.
Key Responsibilities:- Lead day-to-day operations and maintenance activities for enterprise telecommunications/telephony systems, ensuring high availability, performance, and customer satisfaction.
- Manage a multidisciplinary team including service desk staff, troubleshooting specialists, field technicians, and systems engineers.
- Oversee incident, problem, and change management processes; ensure timely triage, escalation, and resolution of service-impacting issues.
- Coordinate and prioritize operational workloads, maintenance windows, system upgrades, and scheduled service activities.
- Track project timelines, deliverables, risks, and resource requirements to ensure operational commitments and SLAs are met.
- Develop, refine, and enforce standard operating procedures (SOPs), troubleshooting workflows, and operational documentation.
- Serve as the primary point of contact for stakeholders regarding service performance, operational updates, and ongoing project status.
- Utilize data analytics and performance metrics to identify trends, reduce repeat incidents, and drive continuous process improvement.
- Collaborate with engineering, security, and vendor teams to support system enhancements, platform migrations, and technical roadmaps.
- Ensure compliance with organizational policies, industry standards, and contractual obligations.
Compensation and Benefits:At NDi, we value our team and are committed to retaining top talent by offering competitive benefits and compensation packages. Our employee benefits package includes comprehensive health, dental, vision, pet, and legal insurance. Our corporate benefits include 401(k) retirement matching, paid leave, paid holidays, and health and wellness programs. In addition, we provide employer-paid life and disability insurance, professional development, education benefits, and much more to ensure our team has the resources they need to thrive on and off the job.
