Unified Communications Services Manager

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Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

The Unified Communications Services Manager will lead the mid-market Unified Communications (UC) function and employees, aligning with the division's business strategy. Managing the provision of service and support activities to ensure client satisfaction, service levels, performance targets, and financial objectives are met, while maintaining optimal resource allocation and team morale. This includes the effective resourcing, operation, and delivery of managed services and project activities.

Other duties may include but are not limited to:

• Overseeing daily operations, providing performance feedback, managing recruitment, and supporting professional development.
• Enhancing client experience, collaborating with sales, and ensuring service delivery standards.
• Evaluating and improving processes, managing risks, and driving continuous improvement.
• Aligning operations with organizational goals, providing reports, and supporting project management.
• Managing vendor relationships, developing the UC solution roadmap, and setting pricing strategies.
• Ensuring regulatory compliance and maintaining high-quality service delivery.
• Leading budgeting, monitoring financial performance, and resource allocation.
• Handling complex technical issues, supporting Azure-hosted solutions, and providing Level 3 support.
• Resolving billing disputes with accounts and finance teams.

The successful candidate must have:

• 5+ years of leadership experience.
• Strong technical background and experience with escalations.
• Forecasting and budgeting management experience.
• A proven track record in the IT industry.
• Experience managing geographically dispersed teams and delivering excellent technical client service.
• Ability to lead others in achieving business targets.
• Experience developing and implementing efficiency strategies.
• Wide experience managing clients, ideally in an enterprise environment.
• Large network experience (desirable).
• Knowledge of systems management philosophies like ITIL.
• Experience managing financial, physical, and human resources (beneficial).

• A friendly team environment with strong technical support.
• Training and development opportunities.
• Work with the latest technologies.
• Internal career growth for high performers.
• Cost price products from our suppliers.
• Bonuses and incentives for upskilling.
• Comprehensive Employer Assistance Program.

New Era Technology is a global provider with 4,500+ employees, offering Cloud, Managed, Professional, and Security services, delivering solutions worldwide.

We promote a culture of development, offering competitive benefits, training, and certifications. Our team is passionate about providing excellent service and fostering growth aligned with our core values of community, integrity, agility, and commitment.