Unified Communications Operations Manager

2 weeks 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 infrastructure for voice, video, and meeting solutions. The ideal candidate will spearhead a team dedicated to UC hardware, software applications, and comprehensive user support for all staff members across the organization.

Key Responsibilities:

  • Lead a team of technical support professionals, including Tier I and II resources, ensuring high-quality service delivery.
  • Provide direct customer service support, including assistance to executive-level personnel.
  • Manage and support UC communication solutions encompassing voice, video, meetings, and their underlying infrastructure.
  • Oversee real-time video support services, including streaming, meetings, and video teleconferencing (VTC).
  • Ensure effective support for UC/AV hardware, with a focus on Cisco and Microsoft technologies.
  • Facilitate support for Microsoft Teams Rooms and manage an enterprise ticketing system.
  • 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 leading technical support teams.
  • 5+ years in a customer service role, with a focus on executive support.
  • 5+ years of experience in UC communications solutions.
  • 5+ years of experience in real-time video support.
  • 5+ years of experience with UC/AV hardware.
  • 2+ years of experience with Microsoft Teams Rooms.
  • 2+ years of experience with enterprise ticketing systems.

Preferred Skills:

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

Career Development:

Booz Allen Hamilton is committed to your professional growth. We offer various opportunities for career advancement, including training programs, mentorship, and networking events.

Inclusive Work Environment:

We value diverse perspectives and foster a culture of respect and equity. Our workplace encourages you to bring your authentic self to work.

Employee Well-Being:

Our benefits package includes wellness programs, paid leave, a 401(k) match, and flexible work arrangements to support a balanced lifestyle.

Compensation Structure:

Compensation at Booz Allen Hamilton is based on various factors, including location, education, skills, and experience. We offer a competitive salary and comprehensive benefits to support your well-being.

Work Model:

We prioritize flexibility and collaboration, whether in-person or remote, to enhance our people-first culture.

Equal Opportunity Employer:

Booz Allen Hamilton is an equal employment opportunity/affirmative action employer, committed to fostering an inclusive workplace.



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