End User Support Manager

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.

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.

• 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 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.
• 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, 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…