Type of Requisition:
Regular
Clearance Level Must Currently Possess:
None
Clearance Level Must Be Able to Obtain:
None
Public Trust/Other Required:
BI Full 6C (T4)
Job Family:
IT Infrastructure and Operations
Job Qualifications:
Skills:
ITIL Processes, IT Service Management (ITSM), Monitoring Tools
Certifications:
None
Experience:
10 + years of related experience
US Citizenship Required:
Yes
Job Description:
Advance how our customer operates while you advance your career. As the Unified Communications (UC) Manager, you will provide onsite leadership in Arlington, VA for 24x7 UC operations, directing engineering and support teams that manage telephony, video, conferencing, and collaboration platforms. You will ensure secure, continuous, high-quality UC services across on-premises and cloud environments, drive operational excellence, and guide contractor personnel to meet service levels.
MEANINGFUL WORK AND PERSONAL IMPACT
As the UC Team Lead, you will oversee UC engineering and operations supporting the customer's voice, video, collaboration, and conferencing platforms. You will manage staffing and onsite coverage; ensure operational stability; lead incident response for P1/P2 events; and provide technical direction to engineers and technicians. You will continuously improve monitoring, CMDB accuracy, and ServiceNow ITSM/ITOM integrations to support rapid detection, restoration, and service quality.
RESPONSIBILITIES AND DELIVERABLES
• Lead UC operations staffing, shift rotations, on-call schedules, and onsite coverage.
• Oversee configuration, patching, upgrades, and lifecycle management for UC platforms.
• Direct UCMT monitoring, SNMP/trap handling, and ServiceNow CMDB/ITOM integrations.
• Ensure CMDB accuracy for UC CIs to support correlation, enrichment, and impact analysis.
• Manage P1/P2 incident response, troubleshooting, and root-cause remediation.
• Oversee provisioning, lifecycle management, and MACDs following Change Management.
• Coordinate vendor/OEM escalations, warranty, and maintenance activities.
• Maintain SOPs, runbooks, diagrams, and audit-ready documentation.
• Lead UC performance tuning, QoS configuration, capacity planning, and reporting.
• Mentor UC engineers and ensure certification/training compliance.
WHAT YOU'LL NEED TO SUCCEED
Required Experience
• 10+ years managing server and support services, including at least 3 years in an IT outsourcing environment overseeing contractor personnel and 24x7 delivery.
• Demonstrated leadership of UC engineering teams supporting telephony, video conferencing, and collaboration platforms.
• ITIL 4 or ITIL 5 Foundation certification is required by the government customer to be considered.
Must work onsite 100% in Arlington, VA.
Required Technical Skills
• Deep understanding of UC architectures: SIP, VoIP, QoS, dial plans, call routing, gateways, media traversal.
• Experience with telephony and video platforms (Poly, Crestron, Cisco Webex, Avaya, Zoom, Logitech).
• Familiarity with Microsoft 365 (Teams, Exchange Online, Entra ID) and UC integrations.
• Experience integrating UC monitoring with ServiceNow CMDB and ITOM/ITSM workflows.
• Ability to direct UCMT operations, including discovery, polling, SNMP/MIB management, trap handling, and topology mapping.
• Knowledge of provisioning, MACDs, account lifecycle, and UC access controls.
• Strong vendor/OEM coordination experience.
Tools Leadership
Experience leading teams using UC management tools: OpsWare/Operations Orchestration, SCOM, Site24x7, SolarWinds Observability Self-Hosted, ServiceNow ITOM. Hands-on expertise in every tool not required.
Required Skills and Abilities
• Proven leadership in high-pressure 24x7 environments.
• Excellent communication skills; experienced leading incident bridges and outage updates.
• Strong analytical skills for troubleshooting, performance tuning, and capacity planning.
• Deep knowledge of ITIL processes (Incident, Problem, Change, Event, Capacity) and enforcing SLAs.
• Ability to develop/validate SOPs, runbooks, KB articles, and support audits.
• Preferred: UC security controls, PKI/encryption, compliance, hybrid/cloud UC, automation/scripting.
U.S. Citizenship and a background investigation are required; you must have a current clean financial background. The role requires flexibility to support issues or planned activities after hours, weekends and holidays as needed. Successful candidate must possess and be able to demonstrate technical skills and engineering attitude for success, dedication and commitment.
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays
The likely salary range for this position is $128,039 - $173,229. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Scheduled Weekly Hours:
40
Travel Required:
Less than 10%
Telecommuting Options:
Onsite
Work Location:
USA VA Arlington
Additional Work Locations:
