Customer Communications Support Manager

asmexternalcareersite; Quantico (VA); On-site; USD 150,000 - 210,000; Full time

Job summary

ASM Research seeks a Customer Communications Support Manager in Quantico, VA to lead the enterprise communications portfolio, including VoIP and video communications, aligning services with mission needs and ensuring high availability.

You will oversee performance, incident response, disaster recovery, vendor SLAs, and cross-functional coordination with network and cybersecurity teams; a current secret clearance and DoD 8570 IAT III cert are required.

Qualifications

• Bachelor's degree in CS/IT or related field.
• 10+ years of experience in telecommunications, network engineering, or enterprise communications.
• PMP certification or equivalent project management experience.
• Current secret security clearance required (DoD 8570/8140 IAT Level III CASP/CCNP/CISA/CISSP).
• Experience managing VoIP and VTC in large-scale environments.

Responsibilities

• Oversee enterprise VoIP and VTC systems for high availability and performance.
• Manage communications infrastructure, including hardware, software, and network integrations.
• Monitor system performance and implement proactive measures to prevent disruptions.
• Lead incident response, troubleshooting, and escalation for voice and video services.
• Coordinate with network, cybersecurity, and infrastructure teams for seamless operations.
• Develop and enforce service continuity and disaster recovery plans.
• Manage vendor relationships and SLAs.
• Provide leadership and mentorship to technical teams supporting communications systems.

Skills

VoIP management

VTC management

Network engineering

Project management

Security clearance

Stakeholder communication

Education

Bachelor's degree in CS/IT or related field

Job description

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.
• Must have a current secret security clearance.
• DoD 8570/8140 IAT Level III certification (CASP, CCNP, CISA, CISSP (Associate))

Preferred Qualifications

• 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, responsibilities and qualifications required of employees assigned to this job.