Unified Communications Manager at The J. Paul Getty Trust – Los Angeles, California

Unified Communications Manager

US-CA-Los Angeles

Job ID: 2025-4626
Type: Regular Full-Time
# of Openings: 1
Category: Information Technology
Getty

Overview

Getty is seeking a collaborative and service-oriented manager with expertise in Microsoft’s M365 and Unified Security Operations Platforms as well as enterprise VoIP, video conferencing, and content and collaboration tools and services. This role will work with Getty stakeholders across the organization in several campus locations in the greater Los Angeles area to refine, influence, and implement strategies to unify, modernize and improve technology content and collaborative experiences for Getty employees and staff-adjacent knowledge workers.

This role oversees a newly formed Unified Communications team whose focus will be on rationalizing and optimizing our current collaboration tools portfolio (M365, Zoom, Slack, Ring Central, Google, etc.) and enabling the Getty community to succeed with easy to find and critical tools that assist them in their collaborative work.

This position will report to the Campus Technologies Director and will collaborate closely with managers and supervisors across multiple technology teams to maintain operational excellence with a focus on continual service improvement and reliability. This person hires, manages and develops personnel in accordance with Getty HR policies and Getty Digital operating objectives.

This crucial manager oversees a newly formed team of system administrators and business systems analyst that manages Getty’s unified communications function. The role oversees the administration and management of Microsoft 365 environments, telecommunications systems, and online collaboration tools. The Unified Communications manager ensures optimal performance, security, and user satisfaction across these platforms, driving innovation and enhancing productivity within the organization. They collaborate closely with Getty Digital departments to provide integration support and address management inquiries. Functions as a key member of the IT operational management team with a focus on configuration management, security, product management, and involvement in change/problem management. Uses advanced knowledge of business analysis and IT service management (ITSM) practices to solve the most complex problems. Follows standard IT practices and procedures in analyzing situations or data of complex scope. Develops policies and procedures to resolve issues of complex scope with Getty-wide impact. Manages portfolio level user-facing knowledge articles and documentation. Serve as the technical expert on large software implementation projects. Manages a large service portfolio of multiple complex SaaS products and/or service or product team of large complex technology applications (vendor or developed in-house). Has a significant impact and influence on organizational policy and program development. Regularly oversees and manages projects of critical importance to the organization; these projects carry substantial consequences of success or failure. Directs programs with organization-wide impact (or may have impact beyond Getty) that include formulating strategies and administering policies, processes, and resources.

Responsibilities

• Oversee and manage a team in charge of the administration and support of collaboration tools including Microsoft 365 (M365) Environment, VOIP, Zoom video conferencing, Slack, and other related applications.
• Foster a collaborative working environment where teamwork and open communication are highly valued.
• Develop and implement strategies to optimize the use of collaboration tools, ensuring they meet the needs of the organization.
• Utilize experience in recruiting and building teams to attract top talent and develop a high-performing team.
• Provide mentorship and guidance to team members, promoting professional growth and development.
• Oversee the integration and interoperability of various collaboration tools to enhance productivity and user experience. Serves level 3 support on specific Getty-wide products and tools
• Maintain comprehensive documentation of configurations, processes, and procedures including those used by Technical Support Services to deliver support services to the user community.
• Collaborate with technology infrastructure teams to optimize telecommunications, collaboration and Microsoft 365 Environment to optimize infrastructure and services while adhering to industry standards and regulatory requirements.
• Ensure the security and compliance of all collaboration tools in accordance with organizational policies. Implement and maintain security measures to protect organizational data.
• Plan and implement new features, updates and upgrades to keep the environment current and efficient, overseeing and managing project management activities.
• Monitor and analyze usage metrics to identify areas for improvement and drive continuous enhancement of collaboration tools.
• Diagnose and resolve issues related to Microsoft 365, telecommunications, and collaboration tools, applications, and services. Escalates issues to vendors or external consultants and uses technical and domain expertise to troubleshoot issues.
• Collaborate with other departments to evaluate their needs and provide solutions that improve communication and collaboration.
• Prepare and manage budgets for Microsoft, telecommunications and collaboration tools projects and operations.
• Manage relationships with vendors, including Microsoft, telecom providers and third-party collaboration solutions to manage service levels and costs and negotiate terms and conditions.
• Directs, analyzes, approves, facilitates, documents and implements business processes and procedural documentation changes
• Directs, analyzes and prepares recommended service, product and/or systems changes in processes and procedures having critical impact on enterprise Getty systems
• Serves as the technical expert on projects
• Applies extensive IT service management practices to design details of services, systems and/or products
• Applies technical expertise and business analysis concepts to identify, evaluate and define complex systems scope and objectives using knowledge of applicable business practices, processes, systems and industry standards to meet end-user service needs
• Writes RFPs for complex software applications or services

Qualifications

• Bachelor's degree in computer science, information systems or related fields, or equivalent technical work experience
• Technical, Microsoft 365/Azure certifications preferred
• 8+ years of experience managing Microsoft 365 environments, providing performance optimization, updates/upgrades, documentation, technical expertise, problem-solving, and oversight of security best practices and compliance;
• 2-3 years of direct management experience (recruiting, termination, scheduling, counseling, career development, training, etc.)
• Proven experience in managing and supporting content and collaboration tools such as M365, RingCentral VoIP, Zoom, Slack, and other similar tools and SaaS applications.
• Experience and knowledge of security and compliance standards related to online collaboration, file sharing and communications tools required.
• Experience and knowledge in supporting/managing Microsoft Security Suite (e.g. Microsoft Defender) required.
• Experience and knowledge in supporting/managing Microsoft Exchange required.
• Experience and knowledge in supporting/managing Video Conferencing technologies like Microsoft Teams, Zoom, Cisco WebEx, or Google Meet required.