Manager, Tech Infrastructure (Messaging & Collaboration Operations)

Job description

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.

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.

Please note

This role is not eligible for Work Visa sponsorship, either currently or in the future.

Responsibilities

Lead, develop, coach and mentor a team responsible for enterprise messaging and collaboration operations. Partner closely with Messaging & Collaboration Engineering to operationalize new technologies, platform enhancements, upgrades, and architectural changes, ensuring solutions are supportable, documented, monitored, and transitioned effectively into production operations. Oversee the day-to-day operations, administration, and support of Microsoft Exchange, Microsoft 365, Teams, SharePoint Online, OneDrive, Proofpoint, Box, and other 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 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 efforts for critical issues. Partner with Information Security, Compliance, Legal, Supervision, and Engineering teams to address vulnerabilities, audit findings, regulatory requirements, security controls, platform exceptions, and remediation activities.

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.

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, OneDrive, Planner, and OneNote. Experience managing or supporting Proofpoint email security solutions.

Experience utilizing ServiceNow 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 translate technology strategy into operational priorities while effectively managing day-to-day service delivery.

Preferred Qualifications

Experience supporting large-scale Microsoft 365 environments within an enterprise organization. Experience with Powershell scripting, Microsoft Graph, Microsoft Entra ID, role-based access controls, and automation supporting Microsoft 365 administration. 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.

Education

High School (HS) - Completed (Required) Work Experience General Experience - 6 to 10 years, Manager Experience - 3 to 6 years Certifications Travel Less than 25% Workstyle Hybrid The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave.

Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com. At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.

We expect our associates at all levels to:

• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter
• Contribute to the continuous evolution of the firm

At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs. #LI-TC1