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Unified Communications Operations Manager

2 months ago

Bloomington, Illinois, United States Booz Allen Hamilton Full time

Position Overview:

Booz Allen Hamilton is seeking a Unified Communications (UC) Operations Manager to oversee our global voice, video, and meeting infrastructure. The ideal candidate will manage a team responsible for UC hardware, applications, and user support for all Booz Allen staff worldwide. This role requires extensive experience in UC and Information Technology (IT), including VoIP, teleconferencing, video teleconferencing (VTC), and collaboration technology support.

Key Responsibilities:

  • Lead a team of technical support professionals, including Tier I and II resources.
  • Provide direct customer service, including support for executive-level personnel.
  • Oversee the implementation and support of UC communication solutions, including voice, video, and meetings.
  • Manage real-time video support services, including streaming and VTC.
  • Support UC/AV hardware, with a focus on Cisco and Microsoft technologies.
  • Facilitate support for Microsoft Teams Rooms.
  • Utilize an enterprise ticketing system for issue tracking and resolution.
  • Analyze technical data efficiently and communicate effectively to resolve issues.
  • Maintain a high level of industry knowledge and share insights with team members.

Qualifications:

  • 8+ years of experience in a leadership role within technical support.
  • 5+ years in a customer service role, particularly with executive support.
  • 5+ years of experience in UC communications solutions.
  • 5+ years of experience in real-time video support.
  • 2+ years of experience with Microsoft Teams Rooms.
  • High School Diploma or GED required.

Preferred Skills:

  • Experience with Cisco CUCM or similar VoIP systems.
  • Familiarity with Microsoft Teams meetings and event support.
  • Experience in technical project management for large-scale initiatives.

Career Development:

Booz Allen Hamilton values your professional growth. We offer various development opportunities, including upskilling programs, tuition reimbursement, and mentoring.

Inclusive Workplace:

We believe diverse perspectives drive innovation. Our culture promotes respect, equity, and opportunity, allowing you to bring your authentic self to work.

Comprehensive Benefits:

Our benefits package includes wellness programs, paid holidays, parental leave, and a generous 401(k) match, supporting your work-life balance.

Compensation:

Compensation is determined by various factors, including location and individual qualifications. The projected salary range for this position is competitive within the industry.

Work Environment:

We prioritize flexibility and collaboration, whether in-person or remote, to foster a productive work culture.

Equal Opportunity Employer:

Booz Allen Hamilton is an equal employment opportunity/affirmative action employer that values diversity and inclusion in the workplace.