IT Operations Shift Lead

100 Raymond James & Associates, Inc.; Saint Petersburg (FL); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Disability Insurance

Retirement Savings

Paid Time Off

Parental Leave

Job summary

Raymond James in Saint Petersburg, FL is seeking an IT Operations professional responsible for monitoring, troubleshooting, and escalating issues across multiple environments. The role operates in a hybrid setting with at least three days in the office and a 2pm shift start, Mon-Fri.

Under minimal supervision you will guide Operators, coordinate tasks, and ensure adherence to ITSM processes. The position emphasizes escalation, training, and quality assurance to keep systems running smoothly.

Qualifications

• High School diploma required; IT operations knowledge preferred.
• Experience with ITSM processes and incident management.
• Ability to work a hybrid schedule from Saint Petersburg, FL.
• Strong communication and problem-solving skills.
• Willingness to work nights/weekends as needed.

Responsibilities

• Monitor enterprise job schedules across multiple environments.
• Resolve incidents per IT Operations procedures.
• Escalate issues to second/third level support.
• Provide training and QA for shift Operators.
• Coordinate and prioritize shift tasks for business impact.
• Maintain up-to-date knowledge of tools and processes.

Skills

Leadership Fundamentals

Troubleshooting

Multitasking

Communication

Shift Coordination

Education

High School Diploma

Tools

Windows

Linux

Workflow orchestration tools

IT Service Management tools

Microsoft Teams

Outlook

SharePoint

OneNote

Zoom

ServiceNow

BMC Control-M

Job description

Job Description Summary Plans and performs activities for IT Operations pertaining to monitoring, troubleshooting, and escalating issues within multiple environments. Under minimal supervision, executes assigned tasks and resolves IT Service Management requests requiring analysis and consultation with end user, support team, and/or job owner. Leads by providing guidance, training, and quality assurance for the Operators on that shift.

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. Raymond James’ work environment is designed to reinforce our values-based culture while supporting the competitiveness, profitability, and long-term growth of our firm.

Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future. This position will work five eight-hour shifts Mon-Fri starting at 2pm.

Essential Duties and Responsibilities

• Monitors enterprise job schedule in multiple environments.
• Completes the IT Operations Incident Resolution and Escalation Procedure when necessary
• Troubleshoots incidents based upon documentation and knowledge.
• Provides accurate, detailed, and timely information for all abnormal processing situations
• Communicates/escalates to second and third level IT Operations Services support and leadership on production/scheduling issues.
• Executes and responds to service management requests assigned to IT Operations
• Adheres to documented processes, procedures, and best practices.
• Completes required training to stay current in technical skills and industry trends
• Coordinates and prioritizes tasks for their shift
• Provides quality assurance for their shift by identifying errors or inefficiencies, correcting them, and ensuring they are not repeated.
• Identifies gaps in knowledge of Operators and fills them by providing training
• Identifies gaps in processes and proposes solutions to correct them.
• Provides feedback on Operators to IT Operations leadership.
• Possesses a good attitude and willingness to learn
• Performs other duties and responsibilities as assigned
• Knowledge of IT Operations Services’ role in Information Technology.
• Current operating systems such as Windows, Linux, etc.
• Workflow orchestration tools
• IT Service Management tools
• Leadership Fundamentals
• Skill in Microsoft Suite of Tools (specifically Teams, Outlook, SharePoint, and OneNote)
• Video Conferencing Tools including Zoom and teams
• BMC Control-M ServiceNow
• Ability to Identify, analyze, and troubleshoot issues
• Effectively interact and communicate
• Multitask
• Prioritize, coordinate, and delegate tasks based on business impact.
• Follow processes, procedures, and best practices
• Maintain skill levels at industry level standards
• Adapt to and learn new processes and/or techniques to remain current with developments and trends in IT Operations Services
• Identify high impact issues, own issues, and
• Recognize gaps in knowledge and provide training
• Work a non-standard shift including nights and/or weekends
• Work effectively outside of an office setting

Education High School (HS) (Required)

Work Experience

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.

• medical
• dental
• vision
• life insurance
• critical illness insurance and accident insurance
• disability benefits
• retirement savings
• paid time off (including vacation, holidays, and sick leave)
• 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.

Raymond James is a diversified financial services company providing wealth management, capital markets, asset management, banking and other services to individuals, corporations and municipalities. Founded in 1962 in St. Petersburg, Florida, rather than on Wall Street, we have always embraced being a different kind of financial services firm. Today, Raymond James has locations and subsidiaries across the United States, Canada, the United Kingdom and Germany, and is listed on the New York Stock Exchange under the symbol RJF.

We invest in you with wide-ranging benefits and the support of leaders and colleagues who care. From development opportunities and enriching networking groups to prioritizing diversity, inclusion and the power of different perspectives, Raymond James is where good people grow. Our people-first culture is outlined in our Culture Blueprint. Check it out to see why many choose to work at Raymond James – and why they stay.