Telecommunications Services Manager, (Manager-III), Grade M3

Salary : $101,474.00 - $179,619.00 Annually
Location : 100 Maryland Ave Rockville MD 20850 USA
Job Type: Permanent
Remote Employment: Flexible/Hybrid
Job Number:
Department: Department of Technology and Enterprise Business Solutions
Division: TBS 34 OBP Telecommunications Solutions
Opening Date: 10/01/2026
Closing Date: 10/8/2026 11:59 PM Eastern
FLSA: Exempt

About the Position
Please note: The salary range above represents this position's earning potential. The anticipated hiring range for this position will be $101,174.00 to $176,259.00, based on the candidate's qualifications and experience.
WHO WE ARE LOOKING FOR

The Telecommunications Services Manager (), Grade M3, is responsible for leading and overseeing the delivery, operation, support, and evolution of voice and telecommunications services across a large enterprise organization of 10,000+ employees.
The Telecommunications Services Manager will provide strong operational leadership and accountability across a complex telecom environment. The ideal candidate will ensure reliable daily service while guiding the transition from legacy Avaya systems to Microsoft Teams Phone. This role is essential for bringing structure, visibility, and predictability to service delivery-without disrupting ongoing operations:
• Establish clear ownership and consistent processes across multiple telecom platforms and vendors.
• Coordinate effectively with internal teams, carriers, contractors, and departments-especially during cross-functional incidents.
• Strengthen incident response, escalation, root-cause analysis, and long-term resolution.
• Improve accuracy of number inventories, service records, documentation, and procedures.
• Address provisioning, number porting, billing, contract performance, and vendor accountability.
• Reduce reliance on informal processes and individual institutional knowledge.
• Enhance customer communication with clear expectations and timely updates.
• Manage lifecycle and operational risks associated with aging infrastructure while protecting critical services.
What You'll Be Doing
This role oversees a team of represented (union) employees and collaborates closely with vendors and internal stakeholders to ensure service excellence, cost-efficiency, and strategic alignment during a major transition from on-premises Avaya PBX systems to a hybrid telecommunications environment that incorporates both legacy infrastructure and modern cloud-based services such as Microsoft Teams Phone. The selected applicant will apply their expertise to develop new service delivery processes and enhance the County's telecommunications infrastructure.

Operating in a dynamic and highly visible setting, this position provides the opportunity to work with a broad range of stakeholders and contribute meaningfully to the County's telecommunications strategy. The manager must demonstrate professional resilience, sound judgment, and the ability to navigate complex or sensitive situations with tact and confidence. While the environment is fast-paced and challenging, it offers a highly rewarding opportunity to make a significant organizational impact. You'll apply your expertise, experience, and creative problem-solving skills to make a meaningful impact in Montgomery County.

The successful candidate will bring proven experience managing telecommunications operations in a large enterprise environment (10,000+ users), including oversight of hybrid and cloud-based systems, and the leadership capability needed to guide operations in a complex setting. As the team expands, the manager will play a key role in shaping the unit, supporting staff development, and building a strong, effective team.

This position will initially supervise one represented full-time employee and three full-time contractors, with additional team members added as the department grows. The role reports directly to the Chief Broadband Officer.
Key Responsibilities include:

• Leadership & Team Management:

• Act as primary liaison with internal business units, IT, facilities, and external partners to align telecommunications services with user and county needs.
• Supervise and lead a team of represented/union telecommunications professionals, ensuring adherence to collective bargaining agreements.
• Provide coaching, direction, and performance management to foster a high-performing, service-oriented team.
• Promote a culture of safety, accountability, and continuous improvement.

• Service Delivery & Operations:

• Oversee the day-to-day operations of telecommunications services, including Avaya PBX systems, Microsoft Teams telephony, voicemail, call routing, conferencing, and contact center platforms.
• Manage legacy PBX systems, VoIP platforms and services, UCaaS solutions, voicemail systems, SIP trunking, SBCs, eFaxing solutions, and analog integrations.
• Ensure reliable voice service delivery, timely incident response, and effective problem resolution.
• Develop and monitor KPIs and SLAs to ensure high levels of service quality, efficiency, cost-effectiveness, and customer satisfaction.
• Responsible for overseeing telecom hardware/software asset inventory (Teams-certified phones, legacy Avaya PBX, and related equipment), upgrades, life cycle planning, and decommissioning.

• Transition & Project Management:

• Lead the organization through a multi-phase transition from premise-based voice services to hybrid and cloud-based solutions.
• Collaborate with project management, IT teams, and external vendors to ensure the successful implementation of Microsoft Teams telephony and related infrastructure.
• Identify opportunities for service optimization, cost reduction, and feature enhancement.

• Vendor & Contract Management:

• Manage relationships with telecommunications vendors, including service providers, hardware manufacturers, and software vendors.
• Oversee vendor performance, contract compliance, and procurement processes.
• Participate in RFPs and vendor selection for telecom systems, support, and services.

• Strategic Planning & Budgeting:

• Contribute to the development and execution of long-term telecommunications strategies aligned with organizational goals.
• Prepare and manage budgets for telecom services, capital expenditures, and vendor contracts. Telecommunications service budgets are typically $2 million to $4 million annually.
• Monitor costs and recommend cost-saving initiatives that maximize value and quality of service.

• Compliance & Security:

• Ensure telecommunications systems meet regulatory, security, and organizational compliance standards.
• Coordinate with cybersecurity and compliance teams to mitigate risks and safeguard voice/data infrastructure.

This MLS position with Montgomery County Government (MGC) offers 7 weeks of annual leave and a comprehensive benefits package that includes multiple medical plan options, dental, vision, disability coverage, and additional wellness and financial benefits for eligible employees.

Work Schedule: This position may require occasional evening and weekend hours based on program needs, including off-hours support and on-call duties during service outages, cutovers, and project milestones.
Telework: This position offers a limited hybrid schedule, allowing up to two telework days per week after the initial training and probation period. On-site presence is required at least three days per week to support operational needs and team oversight.
Minimum Qualifications
Experience: Five (5) years of progressively responsible professional experience in telecommunications service delivery is required. This includes managing and supporting enterprise-level Avaya PBX systems (Avaya Aura, Communication Manager, Session Manager) OR Microsoft Teams Phone with Operator Connect environments.

Education: Graduation from an accredited college or university with a Bachelor's Degree.
Equivalency: An equivalent combination of education and experience may be substituted.

Medical Protocol: This position requires completion of a pre-employment Medical History Form to assess your ability to safely perform the essential duties of the role.

Financial Disclosure Statement: This position is designated as one that requires filing a Financial Disclosure Statement, and you will be required to disclose information about your financial affairs.
Preferred Criteria, Interview Preferences
All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Applicants who meet the minimum qualifications will be rated "Qualified," placed on the Referred List, and may be considered for an interview. Preference for interviews will be given to applicants with experience in the following:

• Bachelor's degree in Telecommunications, Information Technology, or a related field; or an equivalent combination of education and experience.
• Experience with enterprise voice systems such as Avaya PBX and experience migrating voice services to Microsoft Teams or similar UCaaS platforms.
• Certifications such as Avaya ACIS/ACSS, Microsoft Teams Voice Engineer, or PMP.
• Familiarity with ITIL processes and service management tools.
• Knowledge of emergency communications systems (E911), SIP trunking, SBCs (e.g., Ribbon, Avaya, Audiocodes), and network QoS best practices.
• Experience managing telecommunications in a large enterprise (10,000+ users), including hybrid and cloud-based environments.
• At least 3 years in a supervisory or managerial role.
• Experience with management and supervision of IT staff.

IMPORTANT INFORMATION

The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.

All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.

This will establish an Eligible List that may be used to fill both current and future vacancies.

If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.

Leave Benefits

Our generous leave package starts with non-MLS permanent and term employees earning 15 days of sick leave and 15 days of annual leave in their first year, as well as up to three additional personal days each calendar year. Positions in MLS earn 35 days of paid time off each year. In addition, we offer all employees 10 paid holidays. Our leave policies adhere to the Family Medical Leave Act of 1993, and we provide six weeks of paid parental leave for new parents.

Retirement Benefits

All permanent and term positions are eligible for robust retirement plans. Public safety positions are eligible for a defined benefit pension plan in which they are vested after only five years. Employees in non-public safety positions can participate in retirement plans that contribute up to 12 percent of their