Job Description

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.