City of Indianapolis and Marion County
Unified Communications Manager
City of Indianapolis and Marion County, Indianapolis, Indiana, us, 46262
Job Summary
The position is responsible for overseeing the 24x7 telecommunications and unified communications operations of the City-County enterprise, including voice, instant messaging, video, voice conferencing, and call center systems. The Manager sets policy and defines processes for the unified communications, infrastructure, and wiring teams, and ensures compliance with those standards.
Working closely with the ISA Executive Leadership Team, the Manager leads and evaluates the City-County’s unified communications and call center systems to ensure alignment with cybersecurity standards, regulatory frameworks, and City-County policies. The role includes operational oversight of more than 7,000 voice lines, 3,700 voice mailboxes, and all related services provided by the Information Services Agency (ISA) to approximately 8,000 users across 150+ locations in Marion County.
The Manager must balance competing priorities across City-County agencies, maintain strong vendor relationships, and enforce service level agreements with ISA’s service providers. Success in this role requires strong leadership, the ability to allocate finite resources effectively, and a commitment to supporting the City-County’s digital transformation agenda, including evolving IT service management (ITSM) practices toward greater agility and a lean organizational culture.
The incumbent contributes to the execution of the enterprise-wide IT strategy set by the Chief Information Officer and is expected to exercise independent judgment in the absence of established policies. This position reports to the Chief Operating Officer.
Responsibilities
Lead the unified communications and wiring teams to support the City-County’s IT operations environment.
Serve as the escalation point for problem, incident, request, and resolution activities related to telecommunications and wiring.
Manage vendor relationships, including reviewing and approving quotes, scopes of work, contracts, and invoices; collaborate with vendors and County departments to resolve operational issues and ensure timely maintenance, repair, and installation of communications systems.
Monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for unified communications and wiring services.
Ensure all telecommunications, unified communications, and wiring processes are aligned with ISA policies and procedures and accurately reflected in the IT Service Management (ITSM) tool.
Represent unified communications and wiring changes in Change Advisory Board (CAB) meetings and ensure changes are properly conducted, managed, and communicated.
Ensure all incidents, events, and problems are documented, and oversee the Root Cause Analysis (RCA) process for issues requiring follow-up.
Collaborate with the ISA Executive Leadership and Management teams to prioritize resources, including budget, and contribute to service portfolio and governance planning.
Act as a strategic interface between IT and business units to align services with business needs, support changing priorities, and drive digital transformation.
Define, develop, and continuously improve a comprehensive ITSM framework based on best practices (e.g., ITIL), ensuring agility and alignment with lean culture.
Facilitate complex customer relationships and provide technical unified communications solutions in partnership with Business Services and technical teams.
Leverage influence and negotiation skills across IT and business units to enable cost‑effective, innovative solutions that support enterprise goals.
Maintain supervisory responsibility for staffing, performance evaluations, training, development, promotions, salary adjustments, and disciplinary actions.
Maintain confidentiality and exercise sound judgment in all operational and personnel matters.
Remain available for 24x7x365 on‑call support, including off‑hours change implementations and critical work assignments.
This list of duties and responsibilities is not intended to be all‑inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time.
Qualifications
Bachelor’s degree in Computer Science, Information Systems, Telecommunications, or a related field, or an equivalent combination of education and experience.
10 to 15 years of progressive IT experience, including at least 10 years in telecommunications, networking, unified communications, and wiring services within large‑scale environments supporting 1,000 or more users.
Experience leading technical teams, managing enterprise voice infrastructure, and overseeing cross‑functional projects.
Strong expertise in VoIP technologies, unified communications platforms such as Cisco, Webex Calling, and Avaya, and a deep understanding of IP networking, voice protocols (SIP, RTP), and systems and network security principles.
Ability to align technical solutions with business goals, manage vendor relationships, and enforce service level agreements.
Strong analytical and problem‑solving skills, combined with a customer‑focused mindset.
Excellent verbal and written communication skills and the ability to convey technical concepts clearly to both technical and non‑technical audiences.
Professional certifications related to telecommunications or networking (e.g., CCNA, CCIE, MCSE) are preferred.
Experience with ITIL or other IT Service Management frameworks is desirable.
Agency Summary The Information Services Agency (ISA) provides information technology services to the city‑county. It helps each of the city‑county agencies and departments achieve their mission through technology solutions, aligning its objectives with business partners to provide accessible and reliable services to local citizens, businesses, and visitors.
Equal Employment Opportunity City of Indianapolis Marion County is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents we serve.
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Working closely with the ISA Executive Leadership Team, the Manager leads and evaluates the City-County’s unified communications and call center systems to ensure alignment with cybersecurity standards, regulatory frameworks, and City-County policies. The role includes operational oversight of more than 7,000 voice lines, 3,700 voice mailboxes, and all related services provided by the Information Services Agency (ISA) to approximately 8,000 users across 150+ locations in Marion County.
The Manager must balance competing priorities across City-County agencies, maintain strong vendor relationships, and enforce service level agreements with ISA’s service providers. Success in this role requires strong leadership, the ability to allocate finite resources effectively, and a commitment to supporting the City-County’s digital transformation agenda, including evolving IT service management (ITSM) practices toward greater agility and a lean organizational culture.
The incumbent contributes to the execution of the enterprise-wide IT strategy set by the Chief Information Officer and is expected to exercise independent judgment in the absence of established policies. This position reports to the Chief Operating Officer.
Responsibilities
Lead the unified communications and wiring teams to support the City-County’s IT operations environment.
Serve as the escalation point for problem, incident, request, and resolution activities related to telecommunications and wiring.
Manage vendor relationships, including reviewing and approving quotes, scopes of work, contracts, and invoices; collaborate with vendors and County departments to resolve operational issues and ensure timely maintenance, repair, and installation of communications systems.
Monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for unified communications and wiring services.
Ensure all telecommunications, unified communications, and wiring processes are aligned with ISA policies and procedures and accurately reflected in the IT Service Management (ITSM) tool.
Represent unified communications and wiring changes in Change Advisory Board (CAB) meetings and ensure changes are properly conducted, managed, and communicated.
Ensure all incidents, events, and problems are documented, and oversee the Root Cause Analysis (RCA) process for issues requiring follow-up.
Collaborate with the ISA Executive Leadership and Management teams to prioritize resources, including budget, and contribute to service portfolio and governance planning.
Act as a strategic interface between IT and business units to align services with business needs, support changing priorities, and drive digital transformation.
Define, develop, and continuously improve a comprehensive ITSM framework based on best practices (e.g., ITIL), ensuring agility and alignment with lean culture.
Facilitate complex customer relationships and provide technical unified communications solutions in partnership with Business Services and technical teams.
Leverage influence and negotiation skills across IT and business units to enable cost‑effective, innovative solutions that support enterprise goals.
Maintain supervisory responsibility for staffing, performance evaluations, training, development, promotions, salary adjustments, and disciplinary actions.
Maintain confidentiality and exercise sound judgment in all operational and personnel matters.
Remain available for 24x7x365 on‑call support, including off‑hours change implementations and critical work assignments.
This list of duties and responsibilities is not intended to be all‑inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time.
Qualifications
Bachelor’s degree in Computer Science, Information Systems, Telecommunications, or a related field, or an equivalent combination of education and experience.
10 to 15 years of progressive IT experience, including at least 10 years in telecommunications, networking, unified communications, and wiring services within large‑scale environments supporting 1,000 or more users.
Experience leading technical teams, managing enterprise voice infrastructure, and overseeing cross‑functional projects.
Strong expertise in VoIP technologies, unified communications platforms such as Cisco, Webex Calling, and Avaya, and a deep understanding of IP networking, voice protocols (SIP, RTP), and systems and network security principles.
Ability to align technical solutions with business goals, manage vendor relationships, and enforce service level agreements.
Strong analytical and problem‑solving skills, combined with a customer‑focused mindset.
Excellent verbal and written communication skills and the ability to convey technical concepts clearly to both technical and non‑technical audiences.
Professional certifications related to telecommunications or networking (e.g., CCNA, CCIE, MCSE) are preferred.
Experience with ITIL or other IT Service Management frameworks is desirable.
Agency Summary The Information Services Agency (ISA) provides information technology services to the city‑county. It helps each of the city‑county agencies and departments achieve their mission through technology solutions, aligning its objectives with business partners to provide accessible and reliable services to local citizens, businesses, and visitors.
Equal Employment Opportunity City of Indianapolis Marion County is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents we serve.
#J-18808-Ljbffr