Customer Communications Support Manager

Expression is seeking a highly experienced Customer Communications Support Manager to support our contract with 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 150 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.

Clearance Required: TS/SCI

Key Responsibilities

Program Leadership & Customer Engagement

• 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.

Technical Operations & Service Delivery

• 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).

Compliance & Continuous Improvement

• 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.

Required Qualifications

• Bachelors degree in Information Technology Telecommunications Engineering Computer Science or a related disciplines.
• Certifications
  • 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 recent 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 Unity Connection and voice/video protocols (SIP H.323 and MGCP)
• Proven experience with enterprise video conferencing systems (e.g. Polycom Cisco) and contact center technologies.
• Strong understanding of IP networking and Quality of Service (QoS) implementation within DoW networks (e.g. JWICS SIPRNet NIPRNet).
• 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.

Preferred Qualifications

• 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.
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• Experience supporting enterprise communications environments exceeding 100 locations and multiple classified enclaves.
• Experience utilizing ITIL 4 frameworks to create maintain and enforce staff compliance with documented practices ensuring alignment with the ISO 20000-1:2018.

Benefits:

Expression offers competitive salaries and benefits such as:

• 401k matching
• PPO and HDHP medical/dental/vision insurance
• Education reimbursement
• Complimentary life insurance
• Generous PTO and holiday leave
• Onsite office gym access
• Commuter Benefits Plan

About Expression:

Founded in 1997 and headquartered in Washington DC Expression provides data fusion data analytics software engineering information technology and electromagnetic spectrum management solutions to the U.S. Department of Defense Department of State and national security community. Expressions Perpetual Innovation culture focuses on creating immediate and sustainable value for our clients via agile delivery of tailored solutions built through constant engagement with our clients. Expression was ranked #1 on the Washington Technology 2018s Fast 50 list of fastest growing small business Government contractors and a Top 20 Big Data Solutions Provider by CIO Review.

Equal Employment Opportunity Statement

Expression is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status.