Manager, Tech Infrastructure (Messaging & Collaboration Operations)

Raymond James & Associates; Saint Petersburg (FL); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, and vision

Life insurance

Critical illness & accident insurance

Disability benefits

Retirement savings

Paid time off

Parental leave

Job summary

Raymond James & Associates in Saint Petersburg, FL, is seeking a Manager of Technology Infrastructure to lead the Messaging & Collaboration Operations team. You will oversee Exchange, Microsoft 365, Teams, SharePoint Online, OneDrive, and related tech, ensuring stability, security, and performance while driving automation and continuous improvement.

This hybrid role requires in-office presence at least three days a week. Visa sponsorship is not available.

Qualifications

• Experience leading enterprise messaging and collaboration services.
• Strong knowledge of Exchange and Microsoft 365 administration.
• Experience with Proofpoint email security solutions and ITSM platforms.
• Proven ability to drive automation and service improvements.

Responsibilities

• Lead, develop, and mentor a team responsible for enterprise messaging and collaboration services.
• Oversee day-to-day operations, administration, and support of Exchange, Microsoft 365, Teams, SharePoint Online, OneDrive, Planner, OneNote.
• Ensure platform stability, availability, performance, and security through proactive monitoring.
• Drive service delivery standards, processes, and best practices.
• Analyze metrics, tickets, SLA, and optimize team performance.
• Utilize ServiceNow reporting to measure service effectiveness and efficiency.
• Champion automation initiatives to reduce manual effort and improve quality.
• Lead incident, problem, and remediation efforts for critical issues.
• Collaborate with Infrastructure, Security, and Engineering on upgrades and initiatives.
• Provide timely communication to leadership as escalation point.
• Develop operational procedures, knowledge articles, and support docs.
• Establish governance and continuous improvement for scalable environments.
• Manage vendor relationships and third-party partners.

Skills

Team leadership

Stakeholder management

IT service management

Automation mindset

Strong communication

Education

High School diploma

Tools

Microsoft Exchange

Microsoft 365 Admin

Teams

SharePoint Online

OneDrive

Proofpoint

ServiceNow

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.

Job Description

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, 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.

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.

Preferred Qualifications

• 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.

Education

High School (HS) - Completed (Required)

Work Experience

General Experience - 6 to 10 years, Manager Experience - 3 to 6 years

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.

Benefits

• 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)


• parental leave

To view more details of the benefits offered, v