Project Manager, Telecommunications

Network Designs, Inc.; Washington (District of Columbia); On-site; USD 95,000 - 130,000; Full time

Job summary

Network Designs, Inc. seeks an experienced Project Manager with a strong telecom/telephony operations background to lead technical teams responsible for troubleshooting, service desk functions, and ongoing operational support of enterprise communication systems.

You will coordinate incidents, changes, and maintenance, drive continuous improvements, and ensure SLA-compliant service delivery while collaborating with engineering and security teams. This onsite role in Washington, DC requires U.S.

Qualifications

• Bachelor’s degree in an IT-related field or equivalent experience.
• Minimum of 5+ years leading technical service desk/telecom operations.
• Knowledge of VoIP, SIP, PBX, UC platforms and ITIL concepts.
• U.S. Citizenship required; active TS clearance and ability to obtain SCI access.

Responsibilities

• Lead day-to-day operations and maintenance for enterprise telecom/telephony systems to ensure high availability and customer satisfaction.
• Manage a multidisciplinary team including service desk staff, troubleshooting specialists, field technicians, and systems engineers.
• Oversee incident, problem, and change management processes; ensure timely triage, escalation, and resolution of service-impacting issues.
• Coordinate operational workloads, maintenance windows, system upgrades, and scheduled service activities.
• Track project timelines, deliverables, risks, and resources to meet SLAs.
• Develop and enforce SOPs, troubleshooting workflows, and operational documentation.
• Serve as primary point of contact for stakeholders regarding service performance and status.
• Use analytics to identify trends and drive continuous process improvement.
• Collaborate with engineering, security, and vendor teams for system enhancements and migrations.
• Ensure compliance with policies, standards, and contractual obligations.

Skills

Project leadership

VoIP/UC technology

ITIL knowledge

Stakeholder management

Communication

Prioritization & multi-tasking

Service desk operations

Education

Bachelor's degree in IT/Information Systems

Job description

We are seeking an experienced Project Manager with a strong background in telecommunications or telephony operations and maintenance. The ideal candidate has a proven track record leading technical teams responsible for troubleshooting, service desk functions, and ongoing operational support of enterprise communication systems. This role requires a blend of technical understanding, operational leadership, and project management expertise to ensure reliable service delivery and continuous improvement.

Requirements:

• U.S. Citizenship is required
• Must possess an active TS clearance at the time of application, be willing and able to obtain SCI access, and pass a CI polygraph.
• This position is onsite 5/days a week in Washington D.C.

Qualifications and Experience:

• Bachelor's Degree in Information Systems, Computer Science, Business Systems, or related IT Management or equivalent combination of education, training, and work experience
• Minimum of 5+ years of relevant experience
• Demonstrated experience leading technical teams in service desk operations, troubleshooting, or system support roles.
• Understanding of voice technologies (VoIP, SIP, PBX, UC platforms), network fundamentals, and service management frameworks (ITIL preferred).
• Proven ability to manage multiple priorities in fast-paced operational environments.
• Excellent communication, coordination, and stakeholder-management skills.
• PMP, ITIL, or related certifications preferred.

Key Responsibilities:

• Lead day-to-day operations and maintenance activities for enterprise telecommunications/telephony systems, ensuring high availability, performance, and customer satisfaction.
• Manage a multidisciplinary team including service desk staff, troubleshooting specialists, field technicians, and systems engineers.
• Oversee incident, problem, and change management processes; ensure timely triage, escalation, and resolution of service-impacting issues.
• Coordinate and prioritize operational workloads, maintenance windows, system upgrades, and scheduled service activities.
• Track project timelines, deliverables, risks, and resource requirements to ensure operational commitments and SLAs are met.
• Develop, refine, and enforce standard operating procedures (SOPs), troubleshooting workflows, and operational documentation.
• Serve as the primary point of contact for stakeholders regarding service performance, operational updates, and ongoing project status.
• Utilize data analytics and performance metrics to identify trends, reduce repeat incidents, and drive continuous process improvement.
• Collaborate with engineering, security, and vendor teams to support system enhancements, platform migrations, and technical roadmaps.
• Ensure compliance with organizational policies, industry standards, and contractual obligations.