Telecommunications Services Manager, (Manager-III), Grade M3

Montgomery County • 100 Maryland Ave Rockville MD 20850 USA, MD

7d • Hybrid

About The Position

The Telecommunications Services Manager (Manager-III), Grade M3, is responsible for leading and overseeing the delivery, operation, support, and evolution of voice and telecommunications services across a large enterprise organization of 10,000+ employees. The Telecommunications Services Manager will provide strong operational leadership and accountability across a complex telecom environment. The ideal candidate will ensure reliable daily service while guiding the transition from legacy Avaya systems to Microsoft Teams Phone. This role is essential for bringing structure, visibility, and predictability to service delivery—without disrupting ongoing operations. The role oversees a team of represented (union) employees and collaborates closely with vendors and internal stakeholders to ensure service excellence, cost-efficiency, and strategic alignment during a major transition from on-premises Avaya PBX systems to a hybrid telecommunications environment that incorporates both legacy infrastructure and modern cloud-based services such as Microsoft Teams Phone. The selected applicant will apply their expertise to develop new service delivery processes and enhance the County’s telecommunications infrastructure. Operating in a dynamic and highly visible setting, this position provides the opportunity to work with a broad range of stakeholders and contribute meaningfully to the County’s telecommunications strategy. The manager must demonstrate professional resilience, sound judgment, and the ability to navigate complex or sensitive situations with tact and confidence. While the environment is fast-paced and challenging, it offers a highly rewarding opportunity to make a significant organizational impact. You’ll apply your expertise, experience, and creative problem-solving skills to make a meaningful impact in Montgomery County. The successful candidate will bring proven experience managing telecommunications operations in a large enterprise environment (10,000+ users), including oversight of hybrid and cloud-based systems, and the leadership capability needed to guide operations in a complex setting. As the team expands, the manager will play a key role in shaping the unit, supporting staff development, and building a strong, effective team. This position will initially supervise one represented full-time employee and three full-time contractors, with additional team members added as the department grows. The role reports directly to the Chief Broadband Officer.

Requirements

• Five (5) years of progressively responsible professional experience in telecommunications service delivery is required.
• This includes managing and supporting enterprise-level Avaya PBX systems (Avaya Aura, Communication Manager, Session Manager) OR Microsoft Teams Phone with Operator Connect environments.
• Graduation from an accredited college or university with a Bachelor’s Degree.
• An equivalent combination of education and experience may be substituted.
• This position requires completion of a pre-employment Medical History Form to assess your ability to safely perform the essential duties of the role.
• This position is designated as one that requires filing a Financial Disclosure Statement, and you will be required to disclose information about your financial affairs.

Nice To Haves

• Bachelor’s degree in Telecommunications, Information Technology, or a related field; or an equivalent combination of education and experience.
• Experience with enterprise voice systems such as Avaya PBX and experience migrating voice services to Microsoft Teams or similar UCaaS platforms.
• Certifications such as Avaya ACIS/ACSS, Microsoft Teams Voice Engineer, or PMP.
• Familiarity with ITIL processes and service management tools.
• Knowledge of emergency communications systems (E911), SIP trunking, SBCs (e.g., Ribbon, Avaya, Audiocodes), and network QoS best practices.
• Experience managing telecommunications in a large enterprise (10,000+ users), including hybrid and cloud-based environments.
• At least 3 years in a supervisory or managerial role.
• Experience with management and supervision of IT staff.

Responsibilities

• Establish clear ownership and consistent processes across multiple telecom platforms and vendors.
• Coordinate effectively with internal teams, carriers, contractors, and departments—especially during cross-functional incidents.
• Strengthen incident response, escalation, root-cause analysis, and long-term resolution.
• Improve accuracy of number inventories, service records, documentation, and procedures.
• Address provisioning, number porting, billing, contract performance, and vendor accountability.
• Reduce reliance on informal processes and individual institutional knowledge.
• Enhance customer communication with clear expectations and timely updates.
• Manage lifecycle and operational risks associated with aging infrastructure while protecting critical services.
• Act as primary liaison with internal business units, IT, facilities, and external partners to align telecommunications services with user and county needs.
• Supervise and lead a team of represented/union telecommunications professionals, ensuring adherence to collective bargaining agreements.
• Provide coaching, direction, and performance management to foster a high-performing, service-oriented team.
• Promote a culture of safety, accountability, and continuous improvement.
• Oversee the day-to-day operations of telecommunications services, including Avaya PBX systems, Microsoft Teams telephony, voicemail, call routing, conferencing, and contact center platforms.
• Manage legacy PBX systems, VoIP platforms and services, UCaaS solutions, voicemail systems, SIP trunking, SBCs, eFaxing solutions, and analog integrations.
• Ensure reliable voice service delivery, timely incident response, and effective problem resolution.
• Develop and monitor KPIs and SLAs to ensure high levels of service quality, efficiency, cost-effectiveness, and customer satisfaction.
• Responsible for overseeing telecom hardware/software asset inventory (Teams-certified phones, legacy Avaya PBX, and related equipment), upgrades, life cycle planning, and decommissioning.
• Lead the organization through a multi-phase transition from premise-based voice services to hybrid and cloud-based solutions.
• Collaborate with project management, IT teams, and external vendors to ensure the successful implementation of Microsoft Teams telephony and related infrastructure.
• Identify opportunities for service optimization, cost reduction, and feature enhancement.
• Manage relationships with telecommunications vendors, including service providers, hardware manufacturers, and software vendors.
• Oversee vendor performance, contract compliance, and procurement processes.
• Participate in RFPs and vendor selection for telecom systems, support, and services.
• Contribute to the development and execution of long-term telecommunications strategies aligned with organizational goals.
• Prepare and manage budgets for telecom services, capital expenditures, and vendor contracts.
• Monitor costs and recommend cost-saving initiatives that maximize value and quality of service.
• Ensure telecommunications systems meet regulatory, security, and organizational compliance standards.
• Coordinate with cybersecurity and compliance teams to mitigate risks and safeguard voice/data infrastructure.

Benefits

• 7 weeks of annual leave
• comprehensive benefits package that includes multiple medical plan options, dental, vision, disability coverage, and additional wellness and financial benefits for eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager