Raymond James · 5 hours ago
End User Support Manager
St. Petersburg, FL
Full-time
Hybrid
Senior Level
$100K/yr - $145K/yr
6+ years expRaymond James is a financial services firm seeking an End User Support Manager to oversee the Technology Service Center (TSC). This role involves managing a team of technical support professionals, ensuring high-quality service delivery, and aligning support operations with organizational goals.
BankingFinancial ServicesInformation TechnologyInsuranceWealth Management
No H1B
Responsibilities
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
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
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
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, service model evolution, and process optimization
Contribute to enterprise-wide IT planning and collaborate on broader technology initiatives
Qualification
Required
Minimum of 5 years of experience in technical support, IT service management, or related environment
At least 2 years of people leadership experience, including team management and performance coaching responsibilities
Experience with ITSM tools such as ServiceNow required
Proven success managing escalations and engaging with cross-functional teams and senior leadership
Familiarity with compliance standards, documentation requirements, and security best practices
Bachelor's: Computer and Information Science, Bachelor's: Information Technology, High School (HS) (Required)
General Experience – 10 to 15 years, Manager Experience - 6 to 10 years
Preferred
ITIL Foundation Certification
HDI Support Center Manager Certification or equivalent
Company
Raymond James
Raymond James provides a range of investment banking services focused on the telecommunications and communications sectors.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.5B2025-09-09Post Ipo Debt· $1.5B
1983-07-01IPO
Leadership Team
Paul Shoukry
Chief Executive Officer
James Sickling
COO - Fixed Income
Recent News
Private Banker International
2026-01-17
2026-01-16
Company data provided by crunchbase