Manager, Microsoft & Unified Communications

Job Description

Job Description

Responsibilities

The Manager, Microsoft 365 & Unified Communications is responsible for the strategy, administration, security, optimization, and support of InnovAge's enterprise collaboration and communications platforms. This leader oversees the technologies that enable employees and operational teams to communicate, collaborate, and deliver participant care efficiently across the organization.

This role owns the Microsoft 365 ecosystem, including Teams, Exchange Online, SharePoint Online, OneDrive, Teams Voice, Microsoft 365 Copilot administration and governance, along with contact center, telephony, messaging, and conferencing solutions. The position leads a team of engineers and administrators and is accountable for operational excellence, financial stewardship, vendor management, platform security, and service delivery.

This is a hands-on leadership role that partners closely with Infrastructure, Cybersecurity, AI, Compliance, and Business Operations to deliver secure, scalable, and innovative solutions that support InnovAge's continued growth. 

Essential Functions & Responsibilities

Microsoft 365, Copilot & Collaboration Platforms (35%)

• Serve as the platform owner for Microsoft 365, including Teams, Exchange Online, SharePoint Online, OneDrive, and related collaboration technologies.
• Lead governance, lifecycle management, licensing, adoption, and optimization initiatives.
• Administer Microsoft 365 Copilot licensing, governance, and deployment activities.
• Partner with Cybersecurity and Compliance teams to ensure secure and compliant use of Microsoft 365 and AI-enabled services.
• Lead collaboration platform modernization, migrations, and continuous improvement efforts. 

Unified Communications & Contact Center Technology (30%)

• Provide strategic and operational leadership for Teams Voice, Five9, telephony, conferencing, messaging, and carrier services.
• Oversee contact center administration, call routing, IVR design, reporting, and integrations.
• Maintain carrier relationships, E911 compliance, number management, and messaging services.
• Serve as the primary escalation point for enterprise communications and contact center incidents.
• Ensure reliable, scalable, and cost-effective communications services across all InnovAge locations. 

People Leadership & Service Delivery (20%)

• Lead, coach, and develop a team of engineers and administrators.
• Establish team priorities, performance expectations, and development plans.
• Drive operational excellence across incident management, service requests, documentation, and knowledge management.
• Promote cross-training and succession planning to reduce key-person dependencies.
• Represent the team in operational reviews, governance meetings, and strategic planning discussions. 

Vendor, Financial & Project Management (10%)

• Manage vendor relationships, contracts, statements of work, renewals, and technology investments.
• Develop and manage budgets, forecasts, and cost optimization strategies.
• Lead technology implementations, upgrades, migrations, and integration projects.
• Ensure projects follow established governance, change management, and implementation standards. 

Security, Compliance & Business Continuity (5%)

• Support HIPAA, cybersecurity, privacy, retention, and governance requirements.
• Participate in audits, risk assessments, continuity planning, and disaster recovery efforts.
• Ensure collaboration and communications technologies align with enterprise security standards and operational resiliency objectives.

Qualifications

Required

• Bachelor's degree in Information Systems, Computer Science, or related field; equivalent experience may be considered.
• 7+ years of enterprise collaboration, communications, or infrastructure experience.
• 2+ years of people leadership experience.
• Strong Microsoft 365 administration experience including Teams, Exchange Online, SharePoint Online, and OneDrive.
• Experience supporting enterprise voice, unified communications, or cloud contact center technologies.
• Experience managing vendors, contracts, and technology projects.
• Strong communication and stakeholder management skills.
  

Preferred

• Experience with Five9, Genesys Cloud, NICE CXone, Amazon Connect, or similar contact center platforms.
• Teams Voice, carrier management, E911, messaging, and telephony administration experience.
• Microsoft 365 Copilot administration and governance experience.
• Healthcare, HIPAA, or other regulated-industry experience.
• Microsoft, ITIL, PMP, or related certifications.

InnovAge Service Standards Requirements

Safety

• Safety- Maintains a safe work place. Reports all unsafe work conditions to supervisor and/or Safety & Loss Control Manager and works in conjunction with supervisor, Safety & Loss Control Manager, and staff to correct unsafe work conditions. Follows and enforces all safety policies.

Accountability

• Commitment – Commits to his/her job and to the success of the company. Continuously puts forth the effort to achieve goals and continuous quality improvement. Degree to which employee goes the extra step to ensure job/task completion. Takes initiative to offer ideas to improve processes or results.
• Cooperativeness – Consistently supports management decisions as demonstrated by his/her actions. Demonstrates a “can do” attitude by responding positively to instructions. Follows instructions and works harmoniously with others to complete the job or task.
• Attendance – Meets or exceeds punctuality and attendance expectations/requirements. Faithfully reports to work and conforms to scheduled work hours. When necessitated, follows call-in procedures and informs others of absences.

Caring

• Customer Service - Embraces the organization's commitment to internal and external customer service and demonstrates a customer-centric approach when interacting with co-workers, participants, clients, and all other business contacts.
• Confidentiality – Maintains confidentiality of employee, participant, and client data/information, and any other sensitive organization information as appropriate.

Integrity

• Adherence to Company Policy – Follows and enforces guidelines as established by policies. Conforms to company and job standards and requirements. Shows respect for others. Acts in the best interests of the company at all times. Serves as an example for others. Conducts business in an ethical fashion.
• Reliability – Completes responsibilities with minimal direct supervision. Follows through with assigned jobs and tasks all the way through completion. Puts forth the effort to achieve goals and objectives under varying circumstances.
• Alignment with Company Goals & Objectives – Supports the organization’s mission, vision, and values and holding self-accountable for applying these principles daily and personally living them when working with co‑workers, participants, clients, and all other business contacts.

Quality

• Quantity of Work / Productivity – Produces at a high volume. Always puts forth the effort to maximize productivity. Meets or exceeds established work deadlines. Engages in a productive work effort whenever possible. Meets goals and objectives.
• Quality of Work – Produces work that is accurate and reliable. Accomplishes work quickly and efficiently. Works in a thorough and organized manner while minimizing down time. Results are consistently within acceptable quality standards.
• Job Knowledge – Demonstrates a thorough understanding of his/her job processes and procedures. Integrates knowledge to efficiently accomplish job requirements. Efficiently uses resources (including staff and management) to obtain additional knowledge.
• Communication – Exhibits good interpersonal skills. Develops and fosters professional relationships with co-workers, participants, clients, and vendors. Keeps others informed as directed by operational demands and need-to-know. Keeps self informed of announcement made via established company venues