Unified Communications Team Lead

Job Description

Unified Communications Team Lead | General Dynamics Information Technology

The Tone:
This is a full-time role at General Dynamics Information Technology, located in Arlington, VA. GDIT delivers technology solutions and mission services to every major agency across the U.S. government, defense, and intelligence community. This role is crucial for advancing how a key customer operates by ensuring continuous, secure, and high-quality Unified Communications services, making a direct impact on enterprise IT operations. You will collaborate with driven and resourceful individuals to build an impactful career in enterprise IT.

The TL;DR
• Role: Full Time
• Type: Regular
• Location: In-person, USA – Arlington, VA
• Pay: $128039–$173229 yearly
• Team: Leads the Unified Communications (UC) engineering and operations team supporting FDIC’s voice, video, conferencing, and collaboration platforms.
• Mission: Owns the continuous delivery of secure and high-quality UC services for a critical customer, driving operational excellence and technical leadership.
• Tech Stack: OpsWare, SCOM, Site24x7, SolarWinds Observability Self-Hosted, ServiceNow ITOM, ServiceNow CMDB, ITSM, SIP, VoIP, QoS, Poly, Crestron, Cisco Webex, Avaya, Zoom, Logitech, Microsoft 365, Teams, Exchange Online, Entra ID

What You’ll Actually Do
• Operational Leadership: Provide onsite leadership for 24×7 UC operations at FDIC’s Virginia Square campus, managing staffing, shift rotations, and on-call schedules.
• UC Platform Management: Oversee configuration, patching, upgrades, and lifecycle management for telephony, conferencing, and video systems.
• UCMT and Monitoring: Direct UC management and monitoring tool configuration and discovery, ensuring near real-time monitoring and integration with ServiceNow CMDB and ITOM Event Management.
• Incident and Problem Management: Lead incident bridge calls for critical UC incidents, coordinate troubleshooting across teams, and drive root cause analysis and remediation.
• Vendor and OEM Coordination: Manage vendor relationships, coordinate escalations to OEM support, and oversee warranty and maintenance activities.

The Must-Haves
• Background: ITIL 4 Foundation certification. Career level: Team Lead, overseeing engineering and support services. Requires core domain knowledge in Unified Communications operations, server and support services management, and IT outsourcing.
• Experience: Minimum 10 years managing server and support services, including at least 3 years in an IT outsourcing environment managing contractor personnel and operational delivery for 24×7 services. Demonstrated experience leading Unified Communications engineering teams supporting telephony, video conferencing, and collaboration platforms.
• Skills: Strong knowledge of unified communications architectures (SIP, VoIP, QoS, dial plans, call routing, gateways, media traversal); Experience with telephony platforms, video conferencing systems, and room systems (e.g., Poly, Crestron, Cisco Webex, Avaya, Zoom, Logitech); Strong vendor management skills; Deep understanding of ITIL processes (Incident, Problem, Change, Event, Capacity); Excellent communication skills for technical and non-technical stakeholders; Strong analytical skills for troubleshooting, performance tuning, and capacity planning.
• Bonus: 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.