Unified Communications Team Lead

Advance how our customer operates while you advance your career. As the Unified Communications (UC) Lead, 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.

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 Service Now ITSM/ITOM integrations to support rapid detection, restoration, and service quality.

• 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 Service Now 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.

• 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.

• 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 ) and UC integrations.
• Experience integrating UC monitoring with Service Now 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.

Experience leading teams using UC management tools:
Ops Ware/Operations Orchestration, SCOM, Site
24x7, Solar Winds Observability Self‑Hosted, Service Now ITOM. Hands‑on expertise in every tool not required.

• 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