End User Support Manager

* Direct and monitor daily technical support operations to ensure adherence to service level agreements (SLAs), response standards, and quality objectives.
* Utilize platforms such as Service Now 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.
* 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.
* 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 Service Now required.
* Proven success managing escalations and engaging with cross-functional teams and senior leadership.
* Familiarity with compliance standards, documentation requirements, and security best practices.
* Team Leadership:
Builds and develops strong teams through coaching, feedback, and performance management.
* Service Excellence:
Drives service quality and operational improvements with a client first mindset.
* Technical Acumen:
Understands and applies support tools, platforms, and best practices to optimize team performance.
* Knowledge Management:
Establishes and manages scalable documentation and knowledge systems.

* Cross-Functional Collaboration:

Navigates organizational complexity to drive resolution and shared accountability.
* Crisis & Incident Leadership:
Responds with clarity and structure during high-pressure, high-visibility situations.
* Strategic Communication:
Delivers insights, proposals, and summaries clearly and effectively across all leadership levels.
* Data-Driven Decision-Making:
Leverages performance data and analytics to identify trends, inform strategies, and drive improvements.
* Ensures Accountability:
Establishes clear expectations and fosters ownership at all levels.
* Optimizes Work Processes:
Continuously refines procedures to increase efficiency and service quality.
* Strategic Mindset:
Aligns team priorities with long-term business and technology goals.
* Tech Savvy:
Embraces and applies emerging technologies to improve service delivery.

Thanks for your interest in working with Raymond James. While we might not have the perfect role for you today, we'd love to keep in touch.to stay up to date on career opportunities that may be a good fit for you.

Our business is deeply focused on people and their financial well-being. We're committed to helping individuals, corporations and institutions achieve their goals, while also supporting successful professionals and helping our communities prosper. We believe doing well and doing good aren't mutually exclusive.

As an established but ever-evolving company, you can start – or continue – growing your career here. We invest in you with wide-ranging benefits and the support of leaders and colleagues who care. From development opportunities and enriching networking groups to prioritizing diversity, inclusion and the power of different perspectives, Raymond James is where good people grow.

Our people-first culture is outlined in our . Check it out to see why many choose to work at Raymond James – and why they stay.
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