Unified Communications Team Lead

Req ID: RQ213216 Type of Requisition: Regular Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: BI Full 6C (T4) Job Family: Marketing and Communications Skills: Change Management,Cisco,ITIL Processes Certifications: ITIL 4 Foundation PeopleCert - PeopleCert Experience: 10 + years of related experience US Citizenship Required: Yes Job Description: Advance how our customer operates while you advance your career. Join GDIT as Unified Communications Team Lead and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. The Unified Communications Team Lead will provide onsite leadership in Arlington, VA for 24x7 UC operations, directing engineering and support teams that manage FDICu2019s telephony, video, conferencing, and collaboration platforms. This role requires ITIL 4 Foundation certification, a minimum of 10 years managing server and support services (including at least 3 years in an IT outsourcing environment), and proven experience guiding teams that use UC management and monitoring tools (e.g., OpsWare, SCOM, Site24x7, SolarWinds, ServiceNow ITOM). The lead will own UCMT and CMDB integration, incident and problem management for P1/P2 events, vendor/OEM coordination, performance tuning, capacity planning, and documentation/audit support, while mentoring staff and ensuring SLAs and FDIC security/compliance requirements are met. MEANINGFUL WORK AND PERSONAL IMPACT As the Unified Communications Team Lead, you will lead the Unified Communications (UC) engineering and operations team that supports FDICu2019s voice, video, conferencing, and collaboration platforms. You will ensure continuous, secure, and highu2011quality UC services across onu2011premises and cloud environments, drive operational excellence for 24x7 coverage, and provide technical leadership and direction to contractor personnel to meet FDIC service levels. u2022 Lead UC staffing, shift coverage, and onsite presence to deliver uninterrupted UC services. u2022 Manage telephony, conferencing, video, and collaboration platform operations, including provisioning, configuration, and incident response. u2022 Drive improvements in UC monitoring, CMDB accuracy, and integration with ServiceNow ITSM/ITOM to accelerate detection and restoration. u2022 Provide direction to engineers and technicians on vendor platforms, OEM best practices, and operational procedures. WHAT YOUu2019LL NEED TO SUCCEED Bring your UC leadership, technical depth, and operational discipline to GDIT. The Unified Communications Team Lead must have: Required Experience: u2022Minimum 10 years managing server and support services. At least 3 years in an IT outsourcing environment managing contractor personnel and operational delivery for 24x7 services. u2022 Demonstrated experience leading UC engineering teams supporting telephony, video conferencing, and collaboration platforms. u2022 Certificationu2022 ITIL 4 Foundation (required). u2022 OEM certifications for UC platforms are highly desirable. u2022 Location: Onsite in Arlington, VA; candidate must be located within commuting distance and able to work onsite as required. u2022 UC staffing requirements in the contract require U.S. citizens for certain UC roles; candidates must be eligible to work onu2011site in the U.S. Required Technical Skills u2022 Strong knowledge of unified communications architectures: SIP, VoIP, QoS, dial plans, call routing, gateways, and media traversal. u2022 Experience with telephony platforms, video conferencing systems, and room systems (e.g., Poly, Crestron, Cisco Webex, Avaya, Zoom, Logitech). u2022 Familiarity with Microsoft 365 collaboration services (Teams, Exchange Online, Entra ID) and integrations with UC platforms. u2022 Experience integrating UC monitoring with ServiceNow CMDB and ITOM/ITSM workflows. u2022 Ability to direct UCMT operations: discovery, polling, SNMP/MIB management, trap handling, and topology mapping. u2022 Knowledge of provisioning, account lifecycle (MACDs), and access control for UC services. u2022 Strong vendor management skills and experience coordinating OEM support and maintenance. Tools Leadership Experience: Experience leading teams that use UC management and monitoring tools such as Operations Orchestration (OpsWare); System Center Operations Manager (SCOM); Site24x7; SolarWinds Observability Selfu2011Hosted; ServiceNow ITOM (Event Management). Candidate must be able to provide direction and oversight for teams using these tools; handsu2011on proficiency in every tool is not required. Required Skills and Abilities u2022 Proven leadership and people management in highu2011pressure, 24x7 environments. u2022 Excellent communication skills for technical and nonu2011technical stakeholders; experienced running incident bridge calls and delivering outage updates. u2022 Strong analytical skills for troubleshooting, performance tuning, and capacity planning. u2022 Deep understanding of ITIL processes (Incident, Problem, Change, Event, Capacity) and experience enforcing SLAs and operational metrics. u2022 Ability to produce and validate SOPs, runbooks, and knowledge base articles; provide audit support and remediation. u2022 Preferred Skillsu2022 Experience with UC security controls, PKI, encryption, and compliance requirements. u2022 Familiarity with cloud UC deployments and hybrid architectures. u2022 Experience with automation and scripting for provisioning and operational tasks. RESPONSIBILITIES AND DELIVERABLES u2022 Operational Leadership u2014 Provide onsite leadership for UC operations at FDICu2019s Virginia Square campus; manage staffing, shift rotations, and onu2011call schedules to ensure 24x7 coverage. u2022 UC Platform Management u2014 Oversee configuration, patching, upgrades, and lifecycle management for telephony, conferencing, and video systems; ensure interoperability with network and security controls. u2022 UCMT and Monitoring u2014 Direct UCMT configuration and discovery, ensure near realu2011time monitoring, SNMP/trap handling, and integration with ServiceNow CMDB and ITOM Event Management. u2022 CMDB Integration u2014 Ensure UC CIs are accurately represented in ServiceNow CMDB to support event correlation, incident enrichment, and impact analysis. u2022 Incident and Problem Management u2014 Lead incident bridge calls for P1/P2 UC incidents, coordinate troubleshooting across network, security, and application teams, and drive root cause analysis and remediation. u2022 Provisioning and MACDs u2014 Oversee account provisioning, lifecycle management, and MACD processes for UC services; ensure changes follow Change Management procedures and are reflected in CMDB within required timelines. u2022 Vendor and OEM Coordination u2014 Manage vendor relationships, coordinate escalations to OEM support, and oversee warranty and maintenance activities. u2022 Documentation and Audit Support u2014 Validate and maintain SOPs, runbooks, topology diagrams, and provide audit support for UC systems and processes. u2022 Performance and Capacity u2014 Lead performance tuning, QoS configuration, and capacity planning for UC services; produce trend reports and refresh recommendations. u2022 Training and Mentorship u2014 Mentor and develop UC engineers and technicians; ensure team members maintain required OEM certifications and FDIC training requirements. GDIT IS YOUR PLACE: u2022 401K with company match u2022 Comprehensive health and wellness packages u2022 Internal mobility team dedicated to helping you own your career u2022 Professional growth opportunities including paid education and certifications u2022 Cutting-edge technology you can learn from u2022 Rest and recharge with paid vacation and holidays The likely salary range for this position is $136,000 - $184,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.Join our Talent Community to stay up to date on our career opportunities and events at Opportunity Employer / Individuals with Disabilities / Protected Veterans

Created: 2026-01-19