Manager, Tech Infrastructure; Messaging & Collaboration Operations

Manager, Tech Infrastructure (Messaging & Collaboration Operations)
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Saint Petersburg, Florida - United States:
Full time:
Posted Today:
R-0013697
** Job Description Summary
** The Manager, Technology Infrastructure is responsible for leading the Messaging & Collaboration Operations team and ensuring the stability, security, and performance of enterprise communication and collaboration platforms. This role oversees the delivery and support of Microsoft 365 services, Exchange, Proofpoint, and related technologies while driving operational excellence, automation, and continuous improvement. The position partners closely with Infrastructure, Information Security, Engineering, and business stakeholders to deliver reliable, scalable, and secure services that enhance the employee experience.
** Job Description
***** 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.
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* Please note:

This role is not eligible for Work Visa sponsorship, either currently or in the future.
***** Responsibilities
* ** Lead, develop, and mentor a team responsible for enterprise messaging and collaboration services.
* Oversee the day-to-day operations, administration, and support of Microsoft Exchange, Microsoft 365, Teams, SharePoint Online, One Drive, Planner, One Note, and 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 Service Now 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 Infrastructure, Security, and Engineering teams to support platform upgrades, enhancements, and strategic initiatives.
* 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.  
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* 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, One Drive, Planner, and One Note.
* Experience managing or supporting Proofpoint email security solutions.
* Experience utilizing Service Now 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 balance strategic planning with day-to-day operational execution in a fast-paced environment.  
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* Preferred Qualifications:

*** Experience supporting large-scale Microsoft 365 environments within an enterprise organization.
* Power Shell scripting and automation experience.
* ITIL certification or familiarity with IT service management best practices.
* Experience supporting…