Manager, Tech Infrastructure (Messaging & Collaboration Operations)

This role is a hybrid workstyle: with the associate expected to work from a Raymond James office location at least three days per week, including either Monday or Friday.

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

Responsibilities

• Lead, develop, coach and mentor a team responsible for enterprise messaging and collaboration operations.

• Partner closely with Messaging & Collaboration Engineering to operationalize new technologies, platform enhancements, upgrades, and architectural changes, ensuring solutions are supportable, documented, monitored, and transitioned effectively into production operations.

• Oversee the day-to-day operations, administration, and support of Microsoft Exchange, Microsoft 365, Teams, SharePoint Online, OneDrive, Proofpoint, Box, and other related technologies.

• Ensure platform stability, availability, performance, and security through proactive monitoring and operational management.

• Drive operational excellence by establishing and maintaining service delivery standards, processes, and best practices.

• 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 Information Security, Compliance, Legal, Supervision, and Engineering teams to address vulnerabilities, audit findings, regulatory requirements, security controls, platform exceptions, and remediation activities.

• 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 translate technology strategy into operational priorities while effectively managing day-to-day service delivery.

Preferred Qualifications:

• Experience supporting large-scale Microsoft 365 environments within an enterprise organization.

• Experience with Powershell scripting, Microsoft Graph, Microsoft Entra ID, role-based access controls, and automation supporting Microsoft 365 administration.

• 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.