Analyze service metrics, ticket trends, SLA performance, and operational data to identify opportunities for improvement.
Utilize ServiceNow reporting and analytics to measure service effectiveness and optimize team performance.
Champion automation initiatives that improve efficiency, reduce manual effort, and enhance service quality.
Lead incident management, problem management, root cause analysis, and remediation efforts for critical issues.
Partner with Infrastructure, Security, and Engineering teams to support platform upgrades, enhancements, and strategic initiatives.
Serve as an escalation point for high-priority incidents and ensure timely communication to stakeholders and leadership.
Develop and maintain operational procedures, knowledge articles, and support documentation.
Establish operational governance and continuous improvement practices that support a scalable and sustainable technology environment.
Manage vendor relationships and collaborate with third-party partners to support service delivery objectives.
Provide regular reporting and presentations to leadership regarding operational performance, risks, and improvement opportunities.
Qualifications
7+ years of experience supporting enterprise messaging, collaboration, or infrastructure technologies.
3+ years of experience leading technical operations, infrastructure, or support teams.
Strong experience with Microsoft Exchange and Microsoft 365 administration.
Hands-on knowledge of Microsoft Teams, SharePoint Online, OneDrive, Planner, and OneNote.
Experience managing or supporting Proofpoint email security solutions.
Experience utilizing ServiceNow or comparable ITSM platforms to support service delivery and operational reporting.
Strong understanding of IT service management principles, including incident, problem, and change management.
Experience leveraging operational metrics, analytics, and reporting to drive service improvements.
Demonstrated success implementing automation, workflow improvements, and operational efficiencies.
Strong leadership, communication, stakeholder management, and problem-solving skills.
Ability to balance strategic planning with day-to-day operational execution in a fast-paced environment.
Preferred Qualifications
Experience supporting large-scale Microsoft 365 environments within an enterprise organization.
PowerShell scripting and automation experience.
ITIL certification or familiarity with IT service management best practices.
Experience supporting technology operations within a regulated industry, preferably financial services.
Experience leading modernization, transformation, or cloud adoption initiatives related to messaging and collaboration technologies.
Education
High School (HS) - Completed (Required)
- Work Experience
- General Experience - 6 to 10 years, Manager Experience - 3 to 6 years
Certifications
The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave. Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com.
At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.
We expect our associates at all levels to
Grow professionally and inspire others to do the same
Work with and through others to achieve desired outcomes
Make prompt, pragmatic choices and act with the client in mind
Take ownership and hold themselves and others accountable for delivering results that matter
Contribute to the continuous evolution of the firm
At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs. #LI-TC1
