Communications Support Manager (VTC,VOIP) Secret

The Customer Communications Support Manager is accountable for delivering and maintaining secure, reliable, and seamlessly integrated communication capabilities that directly support the DoW/IC enterprise mission. This role serves as the single point of leadership for the contractor team responsible for the entire communications portfolio, including Voice over IP (VOIP), Video Teleconferencing (VTC), and all associated network infrastructure. The primary result of this position is the uninterrupted availability and high performance of all voice and video services. Success is measured by the successful execution of technology projects that enhance communication capabilities and the consistent achievement of all service level objectives for system uptime and reliability. The manager has the authority to direct a geographically dispersed team and is responsible for the entire lifecycle of communication services, from strategic planning and design to final implementation and operational sustainment. This includes developing and executing project plans that deliver new capabilities on schedule and on budget. Furthermore, the manager is accountable for driving a culture of continuous improvement, using performance data and ITIL/ITSM best practices to ensure the communications infrastructure evolves to meet the current and future mission needs of the enterprise.

Education, Certifications, and Experience:

• A bachelor’s degree in computer science, information technology, or a related field.
• An active Project Management Institute (PMI) Project Management Professional (PMP) or equivalent certification.
• A current DoD 8570/8140 IAT Level III certification.
• A Cisco Certified Network Professional (CCNP) Collaboration or higher-level certification.
• A minimum of ten (10) years of recent experience managing complex IT projects of similar
• size, scope, and complexity.
• A minimum of ten (10) years of experience serving as a Program Manager in a Department of War (DoW) or Intelligence Community (IC) environment, including:
• Demonstrated experience with IT Service Delivery using ITIL/ITSM frameworks.
• Demonstrated leadership of enterprise voice/video/unified communications services
• and projects; relevant technical and management credentials (or equivalent) for the
• communications environment.
• Extensive technical knowledge of unified communications architecture, including
• CUCM, Unity Connection, and voice/video protocols (SIP, H.323, MGCP).
• Strong understanding of IP networking and Quality of Service (QoS) implementation
• within DoW networks (e.g., JWICS, SIPRNet, NIPRNet).
• Proven experience with enterprise video conferencing systems (e.g., Polycom, Cisco) and contact center technologies.
• Experience utilizing ITIL 4 frameworks to create, maintain, and enforce staff
• compliance with documented practices, ensuring alignment with the ISO 20000-1:2018

Clearance:

• Must possess a Secret clearance and be willing and able to upgrade to Top Secret.