Telecom Lead Technician (VOIP / Call Manager Admin)

Evolver is seeking a Telecom Lead Technician to provide advanced telecom support and serve as the technical lead for VOIP operations. This role includes system administration responsibilities, escalation support, mentoring/training technicians, and coordination with network and customer stakeholders to maintain reliable voice services.

This position is performed on-site in Washington, DC (near Smithsonian Metro) during normal operating hours (Monday-Friday, 8:00 a.m.-4:30 p.m.), with occasional travel to offices in Maryland.

Responsibilities

You will serve as the primary escalation point for complex telecom issues involving call routing, configuration, enterprise voice platforms, and call manager-related troubleshooting. You will perform system administration activities across enterprise voice environments (for example platforms such as HCS-LE, MS Teams, or similar), including adds/changes, troubleshooting, validation testing, and coordination of updates.

You will lead day-to-day tasking for telecom support activities, assist with workload prioritization, and ensure tickets are documented to standard with clear technical detail. You will coordinate with network teams and other IT groups to resolve cross-domain issues, validate fixes, and drive issues to closure. You will also mentor and train new team members on processes, tools, customer service expectations, and technical troubleshooting practices.

Basic Qualifications

• 3 years of VOIP/telecommunications support experience, including enterprise user support and troubleshooting.
• 2 years of experience supporting call manager/enterprise voice environments (administration and/or advanced troubleshooting).
• 2 years of experience using an ITSM/ticketing system with strong documentation and customer follow-through.
• Ability to lift up to 50 lbs.
• High School Diploma or G.E.D. (associate degree or higher preferred).
• US. Citizen with the ability to pass a Government background/badging investigation.

Preferred Qualifications

• Experience administering enterprise voice platforms (e.g., HCS-LE, MS Teams, Cisco call environments, Teams voice integrations).
• Experience supporting Teams phones and conferencing devices (e.g., Poly desk phones and conference phones) including installs/configuration.
• Demonstrated leadership experience (acting lead, assistant lead, mentoring/training responsibilities).
• Strong stakeholder communication skills and ability to translate technical issues into customer-ready updates.
• Experience developing/improving telecom processes (install standards, ticket quality, escalation paths, knowledge articles).

Evolver Federal is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver Federal not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver Federal offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.