Customer Communications Support Manager
About The Position
Expression is seeking a highly experienced Customer Communications Support Manager to serve as a Key Personnel member supporting the Defense Counterintelligence and Security Agency (DCSA) Customer Support Services program. This strategic leadership position serves as the senior technical authority for enterprise communications services supporting more than 167 DCSA locations and multiple security enclaves, including NIPRNet, SIPRNet, and JWICS. The successful candidate will lead the delivery, modernization, and operational performance of enterprise voice, video teleconferencing (VTC), audiovisual (A/V), and mobile communications services across a geographically dispersed environment. This role requires a hands-on technical leader with deep expertise in unified communications, secure collaboration technologies, and DoD operational environments, combined with the ability to engage senior government stakeholders, lead high-performing technical teams, and ensure mission-critical service availability.
Requirements
- Bachelor's degree in Information Technology, Telecommunications, Engineering, Computer Science, or a related discipline (additional relevant experience may be considered in lieu of a degree).
- Active TS/SCI security clearance with a current Tier 5 (T5) or Tier 5 Reinvestigation (T5R).
- DoD 8570/8140 IAT Level III Certification (CISSP, CASP+, or equivalent)
- Project Management Professional (PMP)
- Cisco Certified Network Professional (CCNP) Collaboration or higher
- Minimum of 10 years of progressive experience supporting and managing enterprise communications, unified communications, VoIP, VTC, or collaboration services within DoD, Intelligence Community, or other federal environments.
- Demonstrated experience leading geographically dispersed technical support teams.
- Hands-on experience administering and supporting Cisco Unified Communications technologies, including CUCM and Unity Connection.
- Experience supporting secure communications infrastructure across multiple security domains and classified environments.
- Proven experience managing operational performance against contractual service levels, operational metrics, and customer support requirements.
- Strong written and verbal communication skills with the ability to engage technical and executive audiences.
Nice To Haves
- Experience supporting DCSA, DIA, DISA, DoD Intelligence Community organizations, or other national security customers.
- Experience with Crestron NVX, AV-over-IP technologies, digital signage, or enterprise audiovisual solutions.
- Experience managing enterprise mobility programs, mobile device management (MDM), DMCC-S, satellite communications devices, or secure mobile technologies.
- Experience supporting cloud-based or FedRAMP-authorized collaboration and communications platforms.
- Previous experience serving as Key Personnel or Program Leadership on a federal IT services contract.
- Experience supporting enterprise communications environments exceeding 100 locations and multiple classified enclaves.
- ITIL 4 Foundation
Responsibilities
- Serve as the designated technical lead for Enterprise Communications Support services and act as the primary communications subject matter expert for the Government and program leadership.
- Provide strategic direction and operational oversight for enterprise voice, video, mobile, and collaboration services across DCSA locations nationwide.
- Build and maintain strong working relationships with DCSA stakeholders, communications managers, and Contracting Officer Representatives (CORs).
- Lead communications service planning, risk management, modernization initiatives, and operational improvement efforts throughout the contract lifecycle.
- Support executive-level briefings, technical reviews, operational status reporting, and service performance assessments.
- Lead a geographically dispersed team of communications engineers, technicians, and support specialists supporting both National Capital Region (NCR) and field locations.
- Ensure reliable operation of enterprise communications infrastructure, including Cisco Unified Communications Manager (CUCM), Session Border Controllers (SBCs), VoIP systems, VTC platforms, A/V technologies, and mobile communications solutions.
- Direct configuration, architecture, and lifecycle management activities across NIPRNet, SIPRNet, and JWICS environments.
- Oversee conference room readiness, executive event support, and mission-critical communications operations.
- Manage incident response, problem management, and service restoration activities to ensure compliance with contractual Service Level Agreements (SLAs).
- Lead cybersecurity compliance efforts for communications systems, ensuring adherence to DISA STIG requirements and agency security policies.
- Monitor performance metrics, service trends, and operational data to identify opportunities for service improvement and modernization.
- Develop and maintain operational procedures, readiness standards, on-call support schedules, and service governance processes.
- Collaborate with program leadership to support customer experience improvements and communications technology roadmap initiatives.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
