VTC Lead (On-Site) with Security Clearance

Why ITinfra?
• Small, growing, dynamic and fun company to work with
• We emphasize and foster professional growth by helping you set and achieve professional goals
• Exceptional health insurance benefits
• 401K and Paid Time Off (PTO) Work Location(s):
• On-site in Columbus, OH or Richmond, VA

Job Description:

Serves as the operational lead for Video Operations Center (VOC) Support Services and the authoritative on-shift decision-maker for VTC services short of engineering authority. The VTC Lead directs VTC administrators, performs all VTC administrator functions when needed, supports junior-level engineering activities, and acts as the primary operational escalation point for secure and unsecure VTC, streaming video, IPTV/digital signage, SBC/CUBE, E911, and related collaboration services.

• Lead assigned VOC shifts and provide direction, tasking, mentoring, and quality oversight to VTC administrators while maintaining continuous operational coverage.
• Set up, monitor, and support secure and unsecure VTC events, including required active monitoring for Flag, SES, GO, and other designated senior-leader conferences, and passive monitoring for other conferences.
• Ensure senior-leader events are established 60 minutes before start time and other events 30 minutes before start time; verify conference readiness with local VTC administrators and respond immediately to degradation or session drops.
• Provide Tier II support for connectivity, audio, video, scheduling, endpoint integration, streaming, IPTV/digital signage, SBC/CUBE, SIP, and E911 operational issues; validate troubleshooting actions and escalate unresolved or engineering-level issues to Tier III engineering.
• Monitor VTC infrastructure, SBC/CUBE health, SIP trunks, call routing, dashboards, and operational metrics; ensure incidents are properly triaged, documented, ticketed, tracked, resolved, or escalated.
• Create, update, and close Service Now trouble tickets and work orders; identify the source of operational faults and proposed remediation within required timelines.
• Oversee shift-level Daily VTC Services Update inputs, operational status reporting, weekly SBC/E911 metrics, issue summaries, trend observations, and documentation quality.
• Participate in engineering-led maintenance, testing, patching, changing events, failover testing, and development activities as the operational representative while preventing unauthorized configuration changes.
• Support configuration management, audit sustainment, inventory control, enterprise policy compliance, DOD 8570/8140 reporting inputs, and maintenance of SOPs, CONOPS, troubleshooting guides, and quick-reference materials.
• Provide on-shift training and familiarization to VOC staff, DLA VTC operators, content managers, administrators, and other users as required.

Preferred experience:

• Hands-on experience with Cisco Meeting Server, Cisco Meeting Management, Expressway-C/E, CUCM, CUBE, TMS, Synergy Sky, VQ Analytics, WebRTC/WebAPP, Haivision, IPTV, or digital signage platforms.
• Experience supporting NIPR and SIPR VTC operations, senior-leader events, and mission-critical 24x7 environments.
• Experience with Service Now, DISA STIG compliance, configuration management, audit support, and operational reporting. Qualifications (Must Haves):
• Six (6) years of progressive Information Technology experience.
• DoD-approved baseline cybersecurity certification such as CompTIA Security+ or equivalent.
• Comparable industry credential supporting telecommunications or network operations and effective coordination between engineering and administrative staff.
• Active Secret Clearance.
• Ability to perform on-site shift-lead and VTC administrator duties in Columbus or Richmond, including after-hours or overtime support when required.