Customer Communications Support Manager

**Customer Communications Support Manager** Leads the enterprise communications portfolio, including VoIP, VTC, and supporting network infrastructure, ensuring secure, reliable, and uninterrupted voice and video services across the organization. Oversees performance, availability, and incident response while aligning communications capabilities with mission and operational needs. **Key Responsibilities** - Oversee enterprise VoIP and VTC systems, ensuring high availability and performance. - Manage communications infrastructure, including hardware, software, and network integrations. - Monitor system performance and implement proactive measures to prevent service disruptions. - Lead incident response, troubleshooting, and escalation for voice and video services. - Coordinate with network, cybersecurity, and infrastructure teams to ensure seamless operations. - Develop and enforce service continuity and disaster recovery plans. - Manage vendor relationships and service-level agreements (SLAs). - Provide leadership, mentorship, and oversight to technical teams supporting communications systems. **Required Qualifications** - Bachelor’s degree in Computer Science, Information Technology, or a related field. - 10+ years of experience in telecommunications, network engineering, or enterprise communications. - Demonstrated experience managing VoIP and VTC systems in a large-scale environment. - Strong understanding of network infrastructure and communications protocols. - PMP certification or equivalent project management experience. **Preferred Qualifications** - DoD 8570/8140 IAT Level III certification. - CCNP Collaboration or higher certification. - Experience supporting federal or defense environments. - Familiarity with secure communications and compliance requirements. **Job Specific Skills** - Enterprise communications management (VoIP, VTC, network). - Service continuity and reliability oversight. - Infrastructure performance monitoring and optimization. - Incident response and escalation management. - Cross-functional coordination and stakeholder communication. - Vendor and SLA management. - Risk assessment and mitigation planning. - Technical leadership and team development. **Compensation Ranges** Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. **EEO Requirements** It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. **Disclaimer** The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, resp…