Unified Communications Team Lead at General Dynamics in Arlington, VA

Job description

Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: BI Full 6C (T4) Job Family: IT Infrastructure and Operations Job Qualifications: Skills: ITIL Processes, IT Service Management (ITSM), Monitoring Tools Certifications: None Experience: 10 + years of related experience US Citizenship Required: Yes Job Description: Advance how our customer operates while you advance your career. As the Unified Communications (UC) Lead, you will provide onsite leadership in Arlington, VA for 24x7 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. MEANINGFUL WORK AND PERSONAL IMPACT As the UC Team Lead, you will oversee UC engineering and operations supporting the customer’s voice, video, collaboration, and conferencing platforms. You will manage staffing and onsite coverage; ensure operational stability; lead incident response for P1/P2 events; and provide technical direction to engineers and technicians. You will continuously improve monitoring, CMDB accuracy, and ServiceNow ITSM/ITOM integrations to support rapid detection, restoration, and service quality. RESPONSIBILITIES AND DELIVERABLES • Lead UC operations staffing, shift rotations, on‑call schedules, and onsite coverage. • Oversee configuration, patching, upgrades, and lifecycle management for UC platforms. • Direct UCMT monitoring, SNMP/trap handling, and ServiceNow CMDB/ITOM integrations. • Ensure CMDB accuracy for UC CIs 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. • 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. WHAT YOU’LL NEED TO SUCCEED Required Experience • 10+ years managing server and support services, including at least 3 years in an IT outsourcing environment overseeing contractor personnel and 24x7 delivery. • Demonstrated leadership of UC engineering teams supporting telephony, video conferencing, and collaboration platforms. • ITIL 4 or ITIL 5 Foundation certification is required by the government customer to be considered. Previous experience supporting large U.S. government federal customers / agencies is highly desired. Must work onsite 100% in Arlington, VA. Required Technical Skills • 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 UCMT operations, including discovery, polling, SNMP/MIB management, trap handling, and topology mapping. • Knowledge of provisioning, MACDs, account lifecycle, and UC access controls. • Strong vendor/OEM coordination experience. Tools Leadership Experience leading teams using UC management tools: OpsWare/Operations Orchestration, SCOM, Site24x7, SolarWinds Observability Self‑Hosted, ServiceNow ITOM. Hands‑on expertise in every tool not required. Required Skills and Abilities • Proven leadership in high‑pressure 24x7 environments. • Excellent communication skills; experienced leading incident bridges and outage updates. • Strong analytical skills for troubleshooting, performance tuning, and capacity planning. • Deep knowled