Unified Communications Manager

Overview

The position is responsible for overseeing the 24x7 telecommunications and unified communications operations of the City-County enterprise, including voice, instant messaging, video and 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.

This includes evolving IT service management (ITSM) practices toward greater agility and aligning with a lean organizational culture. The Manager must also foster collaboration across business divisions, develop emotionally intelligent leadership skills, and understand the operational drivers that shape ISA’s and the City-County’s IT Strategic Plan.

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. ISA aligns its objectives with the business of city-county partners to provide accessible and reliable services to local citizens, businesses and visitors.

The 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 of this city of whom we serve.

• 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…