Unified Communications Team Lead

GD Information Technology•Arlington, TX

19h•$136,000 - $184,000•Onsite

About The Position

Advance how our customer operates while you advance your career. Join GDIT as Unified Communications Team Lead and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. The Unified Communications Team Lead will provide onsite leadership in Arlington, VA for 24x7 UC operations, directing engineering and support teams that manage FDIC’s telephony, video, conferencing, and collaboration platforms. This role requires ITIL 4 Foundation certification, a minimum of 10 years managing server and support services (including at least 3 years in an IT outsourcing environment), and proven experience guiding teams that use UC management and monitoring tools (e.g., OpsWare, SCOM, Site24x7, SolarWinds, ServiceNow ITOM). The lead will own UCMT and CMDB integration, incident and problem management for P1/P2 events, vendor/OEM coordination, performance tuning, capacity planning, and documentation/audit support, while mentoring staff and ensuring SLAs and FDIC security/compliance requirements are met. MEANINGFUL WORK AND PERSONAL IMPACT As the Unified Communications Team Lead, you will lead the Unified Communications (UC) engineering and operations team that supports FDIC’s voice, video, conferencing, and collaboration platforms. You will ensure continuous, secure, and high‑quality UC services across on‑premises and cloud environments, drive operational excellence for 24x7 coverage, and provide technical leadership and direction to contractor personnel to meet FDIC service levels.

Requirements

Minimum 10 years managing server and support services.
At least 3 years in an IT outsourcing environment managing contractor personnel and operational delivery for 24x7 services.
Demonstrated experience leading UC engineering teams supporting telephony, video conferencing, and collaboration platforms.
ITIL 4 Foundation (required).
Location: Onsite in Arlington, VA; candidate must be located within commuting distance and able to work onsite as required.
UC staffing requirements in the contract require U.S. citizens for certain UC roles; candidates must be eligible to work on‑site in the U.S.
Strong knowledge of unified communications architectures: SIP, VoIP, QoS, dial plans, call routing, gateways, and media traversal.
Experience with telephony platforms, video conferencing systems, and room systems (e.g., Poly, Crestron, Cisco Webex, Avaya, Zoom, Logitech).
Familiarity with Microsoft 365 collaboration services (Teams, Exchange Online, Entra ID) and integrations with UC platforms.
Experience integrating UC monitoring with ServiceNow CMDB and ITOM/ITSM workflows.
Ability to direct UCMT operations: discovery, polling, SNMP/MIB management, trap handling, and topology mapping.
Knowledge of provisioning, account lifecycle (MACDs), and access control for UC services.
Strong vendor management skills and experience coordinating OEM support and maintenance.
Experience leading teams that use UC management and monitoring tools such as Operations Orchestration (OpsWare); System Center Operations Manager (SCOM); Site24x7; SolarWinds Observability Self‑Hosted; ServiceNow ITOM (Event Management). Candidate must be able to provide direction and oversight for teams using these tools; hands‑on proficiency in every tool is not required.
Proven leadership and people management in high‑pressure, 24x7 environments.
Excellent communication skills for technical and non‑technical stakeholders; experienced running incident bridge calls and delivering outage updates.
Strong analytical skills for troubleshooting, performance tuning, and capacity planning.
Deep understanding of ITIL processes (Incident, Problem, Change, Event, Capacity) and experience enforcing SLAs and operational metrics.
Ability to produce and validate SOPs, runbooks, and knowledge base articles; provide audit support and remediation.

Nice To Haves

OEM certifications for UC platforms are highly desirable.
Experience with UC security controls, PKI, encryption, and compliance requirements.
Familiarity with cloud UC deployments and hybrid architectures.
Experience with automation and scripting for provisioning and operational tasks.

Responsibilities

Lead UC staffing, shift coverage, and onsite presence to deliver uninterrupted UC services.
Manage telephony, conferencing, video, and collaboration platform operations, including provisioning, configuration, and incident response.
Drive improvements in UC monitoring, CMDB accuracy, and integration with ServiceNow ITSM/ITOM to accelerate detection and restoration.
Provide direction to engineers and technicians on vendor platforms, OEM best practices, and operational procedures.
Operational Leadership — Provide onsite leadership for UC operations at FDIC’s Virginia Square campus; manage staffing, shift rotations, and on‑call schedules to ensure 24x7 coverage.
UC Platform Management — Oversee configuration, patching, upgrades, and lifecycle management for telephony, conferencing, and video systems; ensure interoperability with network and security controls.
UCMT and Monitoring — Direct UCMT configuration and discovery, ensure near real‑time monitoring, SNMP/trap handling, and integration with ServiceNow CMDB and ITOM Event Management.
CMDB Integration — Ensure UC CIs are accurately represented in ServiceNow CMDB to support event correlation, incident enrichment, and impact analysis.
Incident and Problem Management — Lead incident bridge calls for P1/P2 UC incidents, coordinate troubleshooting across network, security, and application teams, and drive root cause analysis and remediation.
Provisioning and MACDs — Oversee account provisioning, lifecycle management, and MACD processes for UC services; ensure changes follow Change Management procedures and are reflected in CMDB within required timelines.
Vendor and OEM Coordination — Manage vendor relationships, coordinate escalations to OEM support, and oversee warranty and maintenance activities.
Documentation and Audit Support — Validate and maintain SOPs, runbooks, topology diagrams, and provide audit support for UC systems and processes.
Performance and Capacity — Lead performance tuning, QoS configuration, and capacity planning for UC services; produce trend reports and refresh recommendations.
Training and Mentorship — Mentor and develop UC engineers and technicians; ensure team members maintain required OEM certifications and FDIC training requirements.