Unified Communications Services Manager

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.

What is the role

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 ensuring client satisfaction, service levels, performance targets and financial objectives are met, while an optimal allocation of resources to workload and a high level of team morale is maintained. This includes the effective resourcing, operation and delivery of managed services and project activities.

Other duties and responsibilities may include but will not be limited to the following:

• Oversee daily operations, provide performance feedback, manage recruitment, and support professional development.
• Lead efforts to enhance client experience, collaborate with sales, and ensure service delivery meets standards.
• Evaluate and improve processes, manage risks, and drive continuous improvement in service delivery.
• Align operations with organizational goals, provide reports, and support project management teams.
• Manage vendor relationships, develop the UC solution roadmap, and set pricing strategies for products and services.
• Ensure regulatory compliance and maintain high-quality service delivery.
• Lead budgeting, monitor financial performance, and allocate resources effectively.
• Handle complex technical issues, support Azure-hosted solutions, and provide Level 3 support.
• Resolve billing disputes with accounts and finance teams.

Who we are looking for

Successful candidates for the role must have:

• 5+ years leadership experience
• Strong technical background and experience with escalations
• Forecasting and budgeting management experience
• Proven track record in the IT industry
• Demonstrated ability in managing a geographically dispersed team and delivering excellent technical client service
• Demonstrated ability in leading others in the achievement of business targets
• Demonstrated ability to develop and successfully implement efficiency strategies
• Wide experience in the management of clients, ideally in an enterprise environment
• Be able to ensure adherence to systems management philosophies required to manage an enterprise environment, e.g., ITIL
• Experience in effectively managing financial, physical and human resources beneficial

What we offer

• A friendly team environment with a strong technical support network
• Broad range of options for training and developing your IT skills
• Opportunity to work with the IT industry's latest technologies
• Internal career growth for high performers and IT superstars
• Cost price on products from our suppliers
• Bonuses and incentives for upskilling

What we do

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.

Who we are

New Era promotes a culture of continued development, both personal and professional. As a team member, you will receive competitive benefits, industry training, and certifications. We are team-oriented and have a positive environment filled with incredible staff, who have a genuine passion for providing the best service to our clients worldwide. We believe that investing in our employees is the key to professional growth and setting the standard for excellence in our field. We are looking for new team members who showcase our core values of community, integrity, agility, and commitment. If this resonates with you, there is an opportunity to join New Era Technology’s growing team of highly skilled and industry-certified professionals.