Unified Communications & Collaboration Manager
We're seeking an experienced Unified Communications & Collaboration Manager to lead enterprise communication and collaboration services for a growing organization. This is a hands-on leadership opportunity for someone who can manage a technical team, oversee a complex Microsoft 365 environment, and drive service improvements while maintaining reliable day-to-day operations.
What You'll Do
Lead and develop the Unified Communications & Collaboration team, providing direction, prioritization, coaching, and accountability.
Own the strategy, roadmap, operational health, and continuous improvement of enterprise collaboration, messaging, conferencing, and voice services.
Translate business and technical needs into actionable plans, timelines, and priorities while managing multiple initiatives.
Oversee administration, support, governance, and lifecycle management of:
Microsoft Teams, SharePoint, OneDrive, and Exchange Online.
Microsoft Teams Rooms and audio/visual (A/V) technologies.
VoIP, PBX, paging systems, voice circuits, and telephony services.
Call center configuration, numbering services, fax/eFax, and enterprise phone systems.
Microsoft 365 tenant licensing, domain management, and certificate management.
Ensure incidents, service issues, changes, and escalations are handled promptly with clear communication and follow-through.
Establish operational standards, documentation, processes, and controls to improve service quality, consistency, and scalability.
Manage vendor relationships, service performance, licensing, and budgetary responsibilities.
Partner with Infrastructure, Security, Applications, site leadership, and business stakeholders to align technology services with organizational needs.
Mentor and develop team members through performance management, goal setting, recruiting, cross-training, and succession planning.
Establish and monitor performance metrics to measure service quality, team productivity, and operational effectiveness.
Participate in annual budget planning, monitor spending, and conduct monthly budget reconciliations.
Drive continuous improvement, modernization, and a customer-focused IT culture.
What We're Looking For
Bachelor's degree in Computer Science, Information Technology, Information Systems, Business, or a related technical field. Equivalent education, training, and experience may be considered.
8+ years of progressively responsible experience in Unified Communications, Collaboration, Messaging, or related enterprise technology services.
5+ years of leadership experience, including assigning work, setting priorities, managing performance, developing employees, and holding teams accountable.
Strong knowledge of Microsoft collaboration and messaging platforms, enterprise telephony, and conferencing technologies.
Experience developing technology roadmaps and leading multiple concurrent initiatives while maintaining operational stability.
Strong understanding of incident management, service delivery, root cause analysis, and continuous improvement.
Experience with vendor management, licensing administration, budgeting, and operational planning.
Excellent communication and interpersonal skills, with the ability to work effectively with technical teams, executives, vendors, and business stakeholders.
Strong organizational, analytical, and problem-solving skills, with the ability to manage competing priorities and high-pressure situations.
Excellent written and verbal English communication skills.
Nice to Have
Microsoft, telephony, ITIL, or project/program management certifications.
Additional language skills beyond English.
Additional Details
Bachelor's degree or equivalent combination of education and experience required.
Leadership experience and the ability to manage both operational responsibilities and strategic initiatives are essential.
