Manager, Tech Infrastructure (Messaging & Collaboration Operations)

Raymond James • Saint Petersburg, FL

6d • Hybrid

About The Position

The Manager, Technology Infrastructure leads the Messaging & Collaboration Operations team and is responsible for the stability, security, and performance of enterprise communication and collaboration platforms. The role oversees delivery and support of Microsoft 365 services, Exchange, Proofpoint, and related technologies while advancing operational excellence, automation, and continuous improvement. It partners with Infrastructure, Information Security, Engineering, and business stakeholders to deliver reliable, scalable, and secure services that improve the employee experience.

This is a hybrid role. The associate is expected to work from a Raymond James office location at least three days per week, including either Monday or Friday. The role is not eligible for work visa sponsorship, now or in the future. Travel is less than 25%.

Requirements

• 7 or more years of experience supporting enterprise messaging, collaboration, or infrastructure technologies.
• 3 or more 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 using ServiceNow or comparable ITSM platforms for service delivery and operational reporting.
• Strong understanding of IT service management principles, including incident, problem, and change management.
• Experience using 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.
• High school education completed.

Nice To Haves

• Experience supporting large-scale Microsoft 365 environments within an enterprise organization.
• PowerShell scripting and automation experience.
• 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.

Responsibilities

• Lead, develop, and mentor a team responsible for enterprise messaging and collaboration services.
• Oversee day-to-day operations, administration, and support of Microsoft Exchange, Microsoft 365, Teams, SharePoint Online, OneDrive, Planner, OneNote, and related technologies.
• Ensure platform stability, availability, performance, and security through proactive monitoring and operational management.
• Establish and maintain service delivery standards, processes, and best practices.
• Analyze service metrics, ticket trends, SLA performance, and operational data to identify improvement opportunities.
• Use 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 for critical issues.
• Partner with Infrastructure, Security, and Engineering teams on platform upgrades, enhancements, and strategic initiatives.
• Serve as an escalation point for high-priority incidents and ensure timely communication with 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 reports and presentations to leadership on operational performance, risks, and improvement opportunities.

Benefits

• Medical, dental, and vision benefits may be included.
• Life insurance may be included.
• Critical illness insurance and accident insurance may be included.
• Disability benefits may be included.
• Retirement savings may be included.
• Paid time off, including vacation, holidays, and sick leave, may be included.
• Parental leave may be included.
• Additional compensation may include cash or equity, discretionary bonuses, or commissions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED