Customer Communications Support Manager

MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our “Mission First” orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2. * * * ## **Customer Communications Support Manager** * * * ## **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**. * * * ## **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 * * * ## **Work Location** - **Primary Location:** - Russell Knox Building (RKB), Quantico, VA - **Travel:** - Incidental travel required * * * ## **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 * * * ## **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:** -…