Unified Communications Manager

Full Job Description

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 ideal candidate brings technical expertise, project and vendor management skills, and a service-oriented mindset.

This individual is accountable for operational and service management processes that ensure quality, efficiency, and agility.

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 ideal candidate brings technical expertise, project and vendor management skills, and a service-oriented mindset.

This individual is accountable for operational and service management processes that ensure quality, efficiency, and agility.

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.

Agency SummaryThe 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.

Equal Employment Opportunity

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.

Requirements