Unified Communications & Collaboration Manager

Job Description

Job Description

The Unified Communications & Collaboration Manager is responsible for the strategy, operational leadership, service health, and continuous evolution of our client's enterprise communication and collaboration environment. This includes Microsoft 365 collaboration platforms, Teams and Teams Rooms, Exchange Online, conferencing technology, voice and telephony services, call center configuration, licensing administration, and related domain/certificate management responsibilities. This position is accountable for building and maintaining roadmaps, translating business and technical needs into executable plans, directing the team in the delivery of operational and project work, and ensuring that services are stable, scalable, secure, and aligned to business needs. The role requires strong managerial presence, disciplined prioritization, and the ability to lead multiple initiatives simultaneously while maintaining day-to-day service continuity.

Duties & Responsibilities:

• Lead the Unified Communications & Collaboration team and provide clear direction, prioritization, accountability, and coaching to ensure strong execution across operational support and strategic initiatives
• Own the roadmap, operational health, and continuous improvement of collaboration and communication services, including Microsoft collaboration platforms, conferencing technologies, voice and telephony services, and related administrative functions
• Translate business and technical needs into executable plans, milestones, and priorities, and lead the team in delivering multiple concurrent initiatives while maintaining stable day-to-day operations
• Oversee the administration, support, governance, and lifecycle of assigned platforms and services, including Microsoft Teams, SharePoint, OneDrive, Exchange Online, Teams Rooms, A/V technologies, VoIP, PBX, paging systems, voice circuits, call center configuration, numbering services, fax/eFax, phones, tenant licensing, domain management, and certificate management
• Ensure incidents, service issues, changes, and escalations affecting assigned services are managed with urgency, discipline, clear communication, and appropriate follow-through
• Establish and maintain standards, processes, documentation, and operational controls that improve consistency, supportability, service quality, and scalability across the environment
• Manage vendor relationships, service performance, and related budgetary and administrative responsibilities for assigned services, and partner effectively with Infrastructure, Security, Applications, site leadership, and business stakeholders
• Build team capability and service maturity through performance management, cross-training, succession development, and ongoing identification of opportunities to modernize, simplify, and improve the user experience
• Drive the IT culture to be a valued partner for both IT and the business
• Lead and mentor the Support Operations Administrators. Provide leadership and guidance through resource development, performance management, goal setting, recruiting, cohesion, and resiliency
• Provide the proper cross training of staff to ensure appropriate functional coverage
• Define and measure success utilizing metrics and monitoring work activities
• Participate in the annual budget planning and commit to deliverables identified
• Perform accountability analysis and monthly reconciliation for department budget

Requirements:

• Bachelor's degree in a technical area such as Computer Science, Information Technology/Systems, Business or related field. Equivalent training and experience can be considered in lieu of a degree.
• At least 8 years of experience with progressive responsibility in Unified Communications, Collaboration, Messaging, or related enterprise technology services.
• At least 5 years of leadership experience including assigning work, setting priorities, holding team members accountable, developing staff, and managing performance
• Understanding of Microsoft, telephony, ITIL, or project/program management certification is highly desirable

Additional Skills:

• Strong communication and interpersonal skills across virtual and in-person environments with team members, leadership, vendors, and business stakeholders.
• Strong managerial presence with the ability to set direction, establish priorities, lead teams, facilitate decision-making, and hold others accountable for execution.
• Ability to build roadmaps, translate needs into executable plans, and lead multiple concurrent initiatives while maintaining stable day-to-day operations.
• Strong operational leadership, analytical, problem-solving, and root cause analysis skills, with the ability to manage incidents, escalations, risks, and competing demands effectively.
• Ability to establish standards, improve processes, and drive continuous improvement across collaboration, conferencing, and voice services.
• Strong customer service, stakeholder management, and professional composure in high-pressure situations.
• Strong financial and administrative discipline, including budget, vendor, licensing, and service management responsibilities.
• Commitment to quality, detail, deadline management, and written/verbal English communication.
• Ability to effectively communicate in English, both verbally and in writing. Additional languages preferred.