End User Support Manager

Job Description Summary

Manages and coordinates company's IT function across sub-functions such as software / application development, infrastructure development, operations and end user support, data management and security to meet company's business requirements.

Job Description

This position follows our hybrid workstyle policy: Expected to be in a Raymond James office location a minimum of 10-12 days a month.

Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future.

 

Position Summary

The Technology Service Center (TSC) Manager is responsible for overseeing a team of technical support professionals who provide first-level support across the enterprise. This role combines operational oversight, service quality management, and strategic engagement to deliver exceptional support experiences and drive continuous improvement. The Manager partners with cross-functional teams and communicates effectively with senior leaders to align TSC performance with broader organizational goals.

 

Key Responsibilities:

Operational Leadership

• Direct and monitor daily technical support operations to ensure adherence to service level agreements (SLAs), response standards, and quality objectives.

• Utilize platforms such as ServiceNow to track service requests, analyze performance metrics, and identify areas for operational improvement.

• Suggest and promote scalable support processes, escalation protocols, and workflow efficiencies that enhance service delivery and align with best practices across technology and infrastructure domains.

• Collaborate with Knowledge and Education Specialist teams and cross-functional partners to support timely documentation updates, reinforce standards for agent use, and encourage consistent use of ITSM platforms to enhance service quality and resolution efficiency.

• Collaborate with the Associate Director and cross-functional leaders to support medium- and long-term workforce planning that aligns with evolving support demands and strategic priorities.

               

People Management

• Lead the recruitment, onboarding, development, and performance management of team members, promoting a high-performance and service-oriented culture.

• Conduct regular feedback, coaching, and performance reviews to support employee growth and maintain alignment with organizational values and goals.

• Foster a culture of engagement, collaboration, accountability, and continuous development.

 

Cross-Functional Collaboration & Incident Management

• Serve as a primary escalation point for complex technical issues and client concerns, including escalations from financial advisors, branch staff, and internal departments.

• Collaborate with infrastructure, cybersecurity, development, and product teams to resolve service disruptions, support post-incident analysis, and enhance ongoing incident management practices.

• Represent the TSC in sensitive or time-critical conversations requiring diplomacy, clarity, and coordinated follow-through.

• Act as a business partner to internal clients, managing relationships and building mutual trust to deliver high-value support solutions.

 

Executive Communication & Strategic Alignment

• Build and maintain effective relationships with Directors, Vice Presidents, and other senior leaders to align TSC goals with organizational priorities.

• Provide regular performance summaries, incident reports, and service improvement recommendations supported by data analytics and root cause insights.

• Influence decision-making by delivering well-structured business cases and presenting actionable solutions that support efficiency, reduce call volume, and improve user experience.

• Represent the TSC function across business units by sharing updates on operational performance, team achievements, and strategic initiatives.

• Support strategic planning efforts including headcount forecasting, automation strategy,