Unified Communications Team Lead

About the role

As the Unified Communications (UC) Team Lead you will provide onsite leadership in Arlington, VA for 24 × 7 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. The role requires flexibility to support issues or planned activities after hours, weekends and holidays as needed.

Responsibilities

• Lead UC operations staffing, shift rotations, on‑call schedules, and onsite coverage.
• Oversee configuration, patching, upgrades, and lifecycle management for UC platforms.
• Direct UC monitoring, SNMP/trap handling, and ServiceNow CMDB/ITOM integrations.
• Ensure CMDB accuracy for UC configuration items 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 processes.
• 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.

Requirements

• Minimum 10 years managing server and support services, including at least 3 years in an IT outsourcing environment overseeing contractor personnel and 24 × 7 delivery.
• Proven leadership of UC engineering teams supporting telephony, video conferencing, and collaboration platforms.
• ITIL 4 Foundation certification required; OEM UC platform certifications highly desirable.
• U.S. citizenship and ability to pass a background investigation with a clean financial record.
• 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 UC monitoring tools (OpsWare/Operations Orchestration, SCOM, Site24x7, SolarWinds Observability, ServiceNow ITOM).
• Strong vendor/OEM coordination experience.
• Excellent communication skills; experienced leading incident bridges and outage updates.
• Analytical skills for troubleshooting, performance tuning, and capacity planning.
• Knowledge of ITIL processes (Incident, Problem, Change, Event, Capacity) and enforcing SLAs.
• Ability to develop and validate SOPs, runbooks, knowledge‑base articles, and support audits.
• Preferred: UC security controls, PKI/encryption, compliance, hybrid/cloud UC, automation/scripting.
• Must work onsite in Arlington, VA and live within commuting distance.

Benefits

• 401(k) with company match.
• Comprehensive health and wellness packages, including medical, dental, vision, and HSA options.
• Paid vacation, holidays, sick and personal time, parental leave, military leave, bereavement, and jury duty leave.
• Short‑ and long‑term disability, life, AD&D, personal accident, critical illness, and travel accident insurance.
• Professional growth opportunities, including paid education and certifications.
• Access to cutting‑edge technology and internal mobility support.
• Flex work weeks where possible.

Pay

The likely salary range for this position is $128,039 – $173,229. Compensation will be set based on experience, geographic location, and contractual requirements.

Schedule

• Weekly hours: 40
• Travel required: less than 10 %
• Telecommuting options: onsite only