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Overview
An organization in the Greater Los Angeles area is seeking a collaborative, service oriented Unified Communications Manager with deep expertise in Microsoft 365 (M365), Microsoft's Unified Security Operations, enterprise VoIP systems, video conferencing platforms, and modern content and collaboration tools. This leader will partner with stakeholders across multiple campus locations to refine, influence, and execute strategies that modernize and enhance the organization's digital collaboration experience.
This role oversees a newly established Unified Communications team focused on streamlining and optimizing the current portfolio of collaboration tools (including M365, Zoom, Slack, RingCentral, Google tools, and others). The team's mission is to ensure employees have access to intuitive, reliable, and essential tools that support productive work.
The manager reports to the Campus Technologies Director and works closely with technology leaders to maintain operational excellence, drive continuous service improvement, and ensure system reliability. This role includes hiring, developing, and managing staff in alignment with organizational policies and objectives.
Key Responsibilities
- Lead and support a team responsible for administering collaboration platforms including Microsoft 365, VoIP systems, Zoom, Slack, and related tools.
- Foster a highly collaborative culture built on open communication and teamwork.
- Develop strategies to optimize adoption and performance of collaboration platforms.
- Build and develop a high performing team; recruit top talent and support professional growth.
- Oversee tool interoperability and integration to improve productivity and user experience; serve as Level 3 support for enterprise collaboration products.
- Maintain documentation for configurations, processes, and support procedures.
- Collaborate with infrastructure teams to ensure performance, reliability, and compliance across telecommunications and M365 environments.
- Implement and maintain security measures aligned with industry standards and organizational policies.
- Plan and manage updates, feature rollouts, and project activities for collaboration systems.
- Analyze usage metrics to identify tech improvements and drive continuous enhancement.
- Troubleshoot issues related to M365, telecommunications, and collaboration tools, escalating to vendors as needed.
- Partner with departments to understand their needs and provide effective communication and collaboration solutions.
- Administer budgets for Microsoft, telecommunications, and collaboration initiatives.
- Manage vendor relationships and negotiate contracts and service levels.
- Direct and document changes in business processes and technical procedures.
- Develop policies, RFPs, and process improvements that have broad organizational impact.
- Serve as a technical expert on major software implementation projects.
- Apply ITSM, business analysis, and configuration management best practices to complex challenges.
Qualifications
- Bachelor's degree in computer science, information systems, or related field-or equivalent technical experience.
- Microsoft 365/Azure certifications preferred.
- 8+ years managing M365 environments, including optimization, upgrades, security, and documentation.
- 2-3 years of direct people management experience (hiring, coaching, development).
- Demonstrated experience with collaboration platforms such as M365, RingCentral, Zoom, Slack, and other enterprise SaaS tools.
- Strong knowledge of security and compliance for collaboration and communication platforms.
- Experience managing Microsoft Security Suite (e.g., Microsoft Defender) and Microsoft Exchange.
- Experience supporting enterprise video conferencing technologies (Teams, Zoom, Cisco WebEx, Google Meet).
Knowledge, Skills & Abilities
- Ability to lead organizational level changes in business processes and documentation.
- Strong leadership skills with a commitment to fostering a collaborative, inclusive workplace.
- Ability to translate business needs into technical solutions and consult on complex projects.
- Strong communication skills for both technical and nontechnical audiences.
- Effective multitasking and project management in a fast paced environment.
- Expertise in business/process analysis, ITIL frameworks, and enterprise architecture.
- Strong analytical, troubleshooting, and problem solving skills.
- Ability to create and implement detailed process and system plans.
- High level of initiative, ability to learn quickly, and strong deadline management.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.
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