Customer Communications Support Manager

MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our “Mission First” orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.

Customer Communications Support Manager

Position Summary

The Customer Communications Support Manager serves as the senior technical and operational leader responsible for delivering secure, reliable, and fully integrated enterprise communication services in support of the Department of Defense (DoD) / Intelligence Community (IC) mission.

This role functions as the single point of accountability for the contractor communications portfolio, overseeing all voice, video, and collaboration services—including Voice over IP (VoIP), Video Teleconferencing (VTC), and supporting network infrastructure. The primary objective of this position is to ensure continuous availability, performance, and resiliency of mission-critical communication systems.

The manager is responsible for leading a geographically dispersed technical team and managing the full lifecycle of communications services, including strategic planning, architecture, implementation, and operational sustainment. Success in this role is measured by system uptime, service reliability, customer satisfaction, and successful execution of capability enhancement projects.

Key Responsibilities

Serve as the technical and operational lead for all enterprise communication services

Oversee delivery and sustainment of VoIP, VTC, and enterprise collaboration platforms

Ensure high availability, performance, and security compliance of all communication systems

Lead planning, design, and implementation of communication infrastructure and modernization initiatives

Manage and direct a distributed team of engineers and support personnel

Develop and execute project plans, ensuring delivery on schedule and within budget

Establish and monitor Service Level Agreements (SLAs) and performance metrics

Drive ITIL/ITSM-based service management practices, including incident, problem, and change management

Utilize performance data to support continuous service improvement efforts

Ensure compliance with DoD cybersecurity requirements, RMF, and enterprise standards

Coordinate with stakeholders across IT, cybersecurity, and mission operations teams

Support after-hours operations, maintenance windows, and escalation management as needed

Work Location

Primary Location:

Russell Knox Building (RKB), Quantico, VA

Travel:

Incidental travel required

Hours of Operation

Standard hours: Monday – Friday, 8:00 AM – 5:00 PM ET

Must be available outside normal business hours as required to support mission operations

Required Qualifications

Experience:

Minimum 10 years of experience in program or project management within DoD and/or IC environments

Demonstrated experience leading enterprise communications or network infrastructure teams

Education:

Bachelor’s degree in Computer Science, Information Technology, or related field

Certifications:

DoD 8570/8140 IAT Level III certification (e.g., CASP+, CISSP, or equivalent)

CCNP Collaboration

Project Management Professional (PMP)

Clearance:

Active Secret clearance, with eligibility to obtain Top Secret / SCI

Other Requirements:

U.S. Citizenship required

Ability to support a full-time, on-site Key Personnel role

Strong leadership, communication, and stakeholder management skills

Preferred Qualifications

Experience supporting DCSA or similar DoD enterprise IT environments

Strong expertise with enterprise communication technologies, including:

Cisco Unified Communications (CUCM, Unity)

Session Initiation Protocol (SIP)

Video Teleconferencing (VTC) systems (Poly, etc.)

Collaboration platforms (Microsoft Teams, Cisco Jabber)

Familiarity with ITIL frameworks and IT Service Management (ITSM) tools

Experience supporting large-scale, geographically distributed environments

Knowledge of RMF and federal cybersecurity compliance requirements

Employment Details

Position Type: Full-Time

Labor Category: Computer Network Architect (Senior)

Key Personnel: Yes

Compensation

Salary Range: $165,000- $180,000 annually (commensurate with experience and qualifications)

Why This Role

Lead mission-critical communications infrastructure supporting national security

Drive enterprise modernization and innovation initiatives

Work in a high-visibility leadership role with direct operational impact

Collaborate across DoD/IC stakeholders and advanced technology environments

Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.