Customer Communications Support Manager

Customer Communications Support Manager

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Position Summary

The Customer Communications Support Manager serves as the senior technical and operational leader responsible for delivering secure, reliable, and fully integrated enterprise communication services in support of the Department of Defense (DoD) / Intelligence Community (IC) mission.

This role functions as the single point of accountability for the contractor communications portfolio, overseeing all voice, video, and collaboration services—including Voice over IP (VoIP), Video Teleconferencing (VTC), and supporting network infrastructure. The primary objective of this position is to ensure continuous availability, performance, and resiliency of mission-critical communication systems.

The manager is responsible for leading a geographically dispersed technical team and managing the full lifecycle of communications services, including strategic planning, architecture, implementation, and operational sustainment. Success in this role is measured by system uptime, service reliability, customer satisfaction, and successful execution of capability enhancement projects.

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Key Responsibilities

• Serve as the technical and operational lead for all enterprise communication services
• Oversee delivery and sustainment of VoIP, VTC, and enterprise collaboration platforms
• Ensure high availability, performance, and security compliance of all communication systems
• Lead planning, design, and implementation of communication infrastructure and modernization initiatives
• Manage and direct a distributed team of engineers and support personnel
• Develop and execute project plans, ensuring delivery on schedule and within budget
• Establish and monitor Service Level Agreements (SLAs) and performance metrics
• Drive ITIL/ITSM-based service management practices, including incident, problem, and change management
• Utilize performance data to support continuous service improvement efforts
• Ensure compliance with DoD cybersecurity requirements, RMF, and enterprise standards
• Coordinate with stakeholders across IT, cybersecurity, and mission operations teams
• Support after-hours operations, maintenance windows, and escalation management as needed

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Work Location

• Primary Location:

  • Russell Knox Building (RKB), Quantico, VA

• Travel:

  • Incidental travel required

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Hours of Operation

• Standard hours: Monday – Friday, 8:00 AM – 5:00 PM ET
• Must be available outside normal business hours as required to support mission operations

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Required Qualifications

• Experience:

  • Minimum 10 years of experience in program or project management within DoD and/or IC environments
  • Demonstrated experience leading enterprise communications or network infrastructure teams

• Education:

  • Bachelor’s degree in Computer Science, Information Technology, or related field

• Certifications:

  • DoD 8570/8140 IAT Level III certification (e.g., CASP+, CISSP, or equivalent)
  • CCNP Collaboration
  • Project Management Professional (PMP)

• Clearance:

  • Active Secret clearance, with eligibility to obtain Top Secret / SCI

• Other Requirements:

  • U.S. Citizenship required
  • Ability to support a full-time, on-site Key Personnel role
  • Strong leadership, communication, and stakeholder management skills

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Preferred Qualifications

• Experience supporting DCSA or similar DoD enterprise IT environments
• Strong expertise with enterprise communication technologies, including:
  • Cisco Unified Communications (CUCM, Unity)
  • Session Initiation Protocol (SIP)
  • Video Teleconferencing (VTC) systems (Poly, etc.)
  • Collaboration platforms (Microsoft Teams, Cisco Jabber)
• Familiarity with ITIL frameworks and IT Service Management (ITSM) tools
• Experience supporting large-scale, geographically distributed environments
• Knowledge of RMF and federal cybersecurity compliance requirements

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Employment Details

• Position Type: Full-Time
• Labor Category: Computer Network Architect (Senior)
• Key Personnel: Yes

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Compensation

• Salary Range: $165,000- $180,000 annually (commensurate with experience and qualifications)

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Why This Role

• Lead mission-critical communications infrastructure supporting national security
• Drive enterprise modernization and innovation initiatives
• Work in a high-visibility leadership role with direct operational impact
• Collaborate across DoD/IC stakeholders and advanced technology environments