End User Support Manager

Technology Service Center Manager

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.

Key Responsibilities:

1. Direct and monitor daily technical support operations to ensure adherence to service level agreements (SLAs), response standards, and quality objectives.
2. Utilize platforms such as ServiceNow to track service requests, analyze performance metrics, and identify areas for operational improvement.
3. 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.
4. 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.
5. 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:

1. Lead the recruitment, onboarding, development, and performance management of team members, promoting a high-performance and service-oriented culture.
2. Conduct regular feedback, coaching, and performance reviews to support employee growth and maintain alignment with organizational values and goals.
3. Foster a culture of engagement, collaboration, accountability, and continuous development.

Cross-Functional Collaboration & Incident Management:

1. Serve as a primary escalation point for complex technical issues and client concerns, including escalations from financial advisors, branch staff, and internal departments.
2. Collaborate with infrastructure, cybersecurity, development, and product teams to resolve service disruptions, support post-incident analysis, and enhance ongoing incident management practices.
3. Represent the TSC in sensitive or time-critical conversations requiring diplomacy, clarity, and coordinated follow-through.
4. Act as a business partner to internal clients, managing relationships and building mutual trust to deliver high-value support solutions.

Executive Communication & Strategic Alignment:

1. Build and maintain effective relationships with Directors, Vice Presidents, and other senior leaders to align TSC goals with organizational priorities.
2. Provide regular performance summaries, incident reports, and service improvement recommendations supported by data analytics and root cause insights.
3. Influence decision-making by delivering well-structured business cases and presenting actionable solutions that support efficiency, reduce call volume, and improve user experience.
4. Represent the TSC function across business units by sharing updates on operational performance, team achievements, and strategic initiatives.
5. Support strategic planning efforts including headcount forecasting, automation strategy, service model evolution, and process optimization.
6. Contribute to enterprise-wide IT planning and collaborate on broader technology initiatives.

Qualifications:

1. Minimum of 5 years of experience in technical support, IT service management, or related environment.
2. At least 2 years of people leadership experience, including team management and performance coaching responsibilities.
3. Experience with ITSM tools such as ServiceNow required.
4. Proven success managing escalations and engaging with cross-functional teams and senior leadership.
5. Familiarity with compliance standards, documentation requirements, and security best practices.

Preferred Certifications:

1. ITIL Foundation Certification
2. HDI Support Center Manager Certification or equivalent

Core Competencies:

1. Team Leadership: Builds and develops strong teams through coaching, feedback, and performance management.
2. Service Excellence: Drives service quality and operational improvements with a client first mindset.
3. Technical Acumen: Understands and applies support tools, platforms, and best practices to optimize team performance.
4. Knowledge Management: Establishes and manages scalable documentation and knowledge systems.
5. Cross-Functional Collaboration: Navigates organizational complexity to drive resolution and shared accountability.
6. Crisis & Incident Leadership: Responds with clarity and structure during high-pressure, high-visibility situations.
7. Strategic Communication: Delivers insights, proposals, and summaries clearly and effectively across all leadership levels.
8. Data-Driven Decision-Making: Leverages performance data and analytics to identify trends, inform strategies, and drive improvements.
9. Ensures Accountability: Establishes clear expectations and fosters ownership at all levels.
10. Optimizes Work Processes: Continuously refines procedures to increase efficiency and service quality.
11. Strategic Mindset: Aligns team priorities with long-term business and technology goals.
12. Tech Savvy: Embraces and applies emerging technologies to improve service delivery.

Education:

Bachelor's: Computer and Information Science, Bachelor's: Information Technology, High School (HS) (Required)

Work Experience:

General Experience – 10 to 15 years, Manager Experience - 6 to 10 years

Certifications:

Salary Range: $100,000.00-$145,000.00

Travel: Less than 25%

Workstyle: Hybrid

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.