The M365 Manager provides technical leadership and governance for the company’s Microsoft 365 E5 platform, spanning collaboration (Exchange Online, SharePoint Online, Teams, OneDrive), security and compliance (Microsoft Defender, Microsoft Purview, Microsoft Entra ID), endpoint management (Intune), and AI-enabled tools (Microsoft 365 Copilot). This role leads and develops the internal M365 team and serves as the primary owner of the company’s Managed Service Provider (MSP) relationship, including SLA performance, service quality, escalations, and contract/license management. The role reports to Director, Infrastructure & Operations.

• Own governance, security, and lifecycle management of the Microsoft 365 E5 platform, including Exchange Online, SharePoint Online, Teams, OneDrive, Microsoft Purview (compliance, eDiscovery, records management, DLP), Microsoft Defender for Office 365, and Microsoft Entra ID.
• Serve as the primary internal owner of the MSP relationship: manage scope, SLAs, ticket quality and escalations, invoice review, and overall delivery performance.
• Provide leadership, technical direction, and escalation support to the internal M365 team and MSP partner to ensure consistent, high-quality service delivery.
  • Direct Intune and modern endpoint management strategy (device compliance, app protection, conditional access) in partnership with the security team.
  • Use PowerShell and Microsoft Graph API to automate reporting, provisioning, and troubleshooting across the M365 tenant.
  • Oversee installations, patches, upgrades, capacity planning, and performance tuning through approved change management, whether performed internally or by the MSP.
  • Track and report on incidents and changes in the ticket management system, including MSP performance against SLA commitments.
  • Provide tier-3 support and act as the technical escalation point for the internal team, MSP, and other support teams.
  • Manage after-hours support coverage, coordinating between internal staff and MSP resources as needed.
  • Document and maintain in-depth knowledge of the company’s M365 architecture, licensing (E5), integrations, and MSP contractual scope.
  • Research emerging M365, security, and AI/Copilot capabilities and recommend adoption strategies that improve cost-effectiveness, security posture, and employee experience.
  • Guide the design and implementation of end-to-end integrated solutions across messaging, collaboration, and security platforms.
  • Develop and execute test plans to validate platform performance, security configuration, and MSP-delivered changes; report findings and recommendations for improvement.
• Perform routine health and security assessments (e.g., Secure Score, compliance posture) across the M365 environment in response to business needs.
• Develop, document, and maintain policies, procedures, and associated training plans for system administration, data protection, and acceptable use.
• Ensure the integrity, security, and regulatory compliance of enterprise data across M365 workloads in accordance with business needs and industry best practices for privacy, security, and compliance.
• Be responsible for daily operational governance of the platform, ensuring proper licensing, security baseline, and change control for current and future M365 services delivered directly or through the MSP.

• Minimum of 5 years administering and securing the Microsoft 365 E5 platform (Exchange Online, SharePoint Online, Teams, Purview, Defender, Entra ID). (Design, Implement, Upgrade, Support, Maintain)
• Minimum of 3 years managing or overseeing an MSP or outsourced IT service provider, including SLA management, vendor performance accountability, and escalation ownership.
• Minimum of 3 years experience with the Microsoft 365 security and compliance stack (Microsoft Defender for Office 365, Microsoft Purview, Microsoft Entra ID), including conditional access, DLP, and eDiscovery/records management configuration.
• Minimum of 5 years administering Intune / modern endpoint management (mobile device and application management, conditional access). Legacy MDM (e.g., MobileIron/Ivanti) experience a plus.
• Minimum of 5 years total Teams administration experience. (Design, Implement, Upgrade, Support, Maintain). Experience with Rooms, Phones, Voice/PBX preferred.
• Minimum of 5 years administering Windows Server operating systems ranging from Server 2016-2025. (Design, Implement, Upgrade, Support, Maintain)
• Minimum of 5 years administering SharePoint and SharePoint Online. (Design, Implement, Upgrade, Support, Maintain)
• Leadership experience for each area of technology will satisfy administration experience.

LICENSES / CERTIFICATIONS (preferred):

• Bachelor’s degree in Computer Science or minimum 7 years of comparable experience
• Microsoft 365 Certified: Administrator Expert (MS-102) - Preferred
• Microsoft 365 Certified: Security Administrator Associate (SC-401) or Identity and Access Administrator Associate (SC-300) - Preferred
• Microsoft Certified: Teams Administrator Associate - Preferred
• ITIL Foundation Certification - Preferred
• Vendor/contract management or IT service management certification (e.g., ITIL Service Management, vendor management professional) - a plus  

KNOWLEDGE AND SKILLS:

• Microsoft 365 E5 platform administration (Exchange Online, SharePoint Online, Teams, OneDrive) – Advanced Level
• Microsoft Defender for Office 365 and Microsoft Purview (compliance, eDiscovery, DLP, records management) – Advanced Level
• Microsoft Entra ID (identity, conditional access, security groups) – Advanced Level
• Microsoft Intune / modern endpoint management – Advanced Level
• MSP and vendor management, including SLA governance, escalation management, and contract/invoice oversight – Advanced Level
• PowerShell and Microsoft Graph API scripting/automation – Advanced Level
• Microsoft 365 Copilot and AI-enabled workplace tools – Intermediate Level
• Experience working with formal architecture/service management methodologies (ITIL) – Intermediate Level
• Construct High Availability, Disaster Recovery design – Intermediate Level
• Windows OS - Advanced Level
• Active Directory (Accounts, Groups, GPs, Security) – Intermediate Level
• Outlook - Advanced Level

COMPETENCIES:

• Customer service oriented and proactive in anticipating and resolving problems while maximizing efficient use of available IT resources.
• Highly self-motivated and directed; logical and efficient with strong problem-solving skills; ability to thrive in rapidly changing environment under minimum supervision.
• Strong technical aptitude and ability to research and solve complex issues independently.
• Excellent communication skills, verbal & written, as well as receptive listening skills, with the ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences.
• Well-developed interpersonal skills; must be tactful, mature, flexible and customer service oriented.
• Produces high quality work results with a sense of urgency while maintaining a high level of focus on detail, exactness, and completeness.
• Able to manage multiple priorities and projects simultaneously
• Adheres to change management and documentation policies
• Effectively manages third-party vendor and MSP relationships, holding partners accountable to SLAs and contractual commitments while maintaining a collaborative, solutions-oriented working relationship.

SUPERVISORY RESPONSIBILITIES

• Supervises others: Yes
• Has hiring and terminating responsibilities: Yes
• Number of employees report to this job: 8 Subordinate Supervisory Employees, 0 Non-Supervisory Employees

BUDGETARY RESPONSIBILITY

• Direct amount:    $ 0  
• Indirect amount: $ 0

TRAVEL REQUIREMENTS

• Travels: Yes, minimal, as needed
• Percent of time:  up to 10%

KNOWLEDGE / SKILLS / ABILITIES

• Language Skills: English – Fluent
• Mathematical Skills: Intermediate level required
• Reasoning Skills/Abilities: Advanced level required