Head of Messaging & Collaboration Infrastructure

Raymond James; Saint Petersburg (FL); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Benefits package included

Job summary

Raymond James is seeking a Manager, Technology Infrastructure to lead the Messaging & Collaboration Operations team, ensuring stability, security, and performance of enterprise Microsoft 365, Exchange, and related tools.

You will drive automation, define standards, and collaborate with Infrastructure, Information Security, Engineering and business partners to deliver reliable services that enhance the employee experience.

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 balance strategic planning with day-to-day operational execution in a fast-paced environment.

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, OneDrive, Planner, OneNote, 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 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 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.

Skills

Enterprise messaging

Leadership

IT service management

Stakeholder management

Education

High School (HS) - Completed (Required)

Tools

Microsoft Exchange

Microsoft 365 administration

Teams

SharePoint Online

OneDrive

PowerShell scripting

Proofpoint

ServiceNow

Job description

Raymond James is seeking a Manager, Technology Infrastructure to lead the Messaging & Collaboration Operations team, ensuring stability, security, and performance of enterprise Microsoft 365, Exchange, and related tools.

You will drive automation, define standards, and collaborate with Infrastructure, Information Security, Engineering and business partners to deliver reliable services that enhance the employee experience.