**_This position follows our hybrid workstyle policy: Expected to be in a Raymond James office location a minimum of 10-12 days a month._** **_Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future._** **Position Summary** 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:** **Operational Leadership** + Direct and monitor daily technical support operations to ensure adherence to service level agreements (SLAs), response standards, and quality objectives. + Utilize platforms such as ServiceNow to track service requests, analyze performance metrics, and identify areas for operational improvement. + 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. + 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. + 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** + Lead the recruitment, onboarding, development, and performance management of team members, promoting a high-performance and service-oriented culture. + Conduct regular feedback, coaching, and performance reviews to support employee growth and maintain alignment with organizational values and goals. + Foster a culture of engagement, collaboration, accountability, and continuous development. **Cross-Functional Collaboration & Incident Management** + Serve as a primary escalation point for complex technical issues and client concerns, including escalations from financial advisors, branch staff, and internal departments. + Collaborate with infrastructure, cybersecurity, development, and product teams to resolve service disruptions, support post-incident analysis, and enhance ongoing incident management practices. + Represent the TSC in sensitive or time-critical conversations requiring diplomacy, clarity, and coordinated follow-through. + Act as a business partner to internal clients, managing relationships and building mutual trust to deliver high-value support solutions. **Executive Communication & Strategic Alignment** + Build and maintain effective relationships with Directors, Vice Presidents, and other senior leaders to align TSC goals with organizational priorities. + Provide regular performance summaries, incident reports, and service improvement recommendations supported by data analytics and root cause insights. + Influence decision-making by delivering well-structured business cases and presenting actionable solutions that support efficiency, reduce call volume, and improve user experience. + Represent the TSC function across business units by sharing updates on operational performance, team achievements, and strategic initiatives. + Support strategic planning efforts including headcount forecasting, automation strategy, service model evolution, and process optimization. + Contribute to enterprise-wide IT planning and collaborate on broader technology initiatives. **Qualifications:** + Minimum of 5 years of experience in technical support, IT service management, or related environment. + At least 2 years of people leadership experience, including team management and performance coaching responsibilities. + Experience with ITSM tools such as ServiceNow required. + Proven success managing escalations and engaging with cross-functional teams and senior leadership. + Familiarity with compliance standards, documentation requirements, and security best practices. **Preferred Certifications** + ITIL Foundation Certification + HDI Support Center Manager Certification or equivalent **Core Competencies** + Team Leadership: Builds and develops strong teams through coaching, feedback, and performance management. + Service Excellence: Drives service quality and operational improvements with a client first mindset. + Technical Acumen: Understands and applies support tools, platforms, and best practices to optimize team performance. + Knowledge Management: Establishes and manages scalable documentation and knowledge systems. + Cross-Functional Collaboration: Navigates organizational complexity to drive resolution and shared accountability. + Crisis & Incident Leadership: Responds with clarity and structure during high-pressure, high-visibility situations. + Strategic Communication: Delivers insights, proposals, and summaries clearly and effectively across all leadership levels. + Data-Driven Decision-Making: Leverages performance data and analytics to identify trends, inform strategies, and drive improvements. + Ensures Accountability: Establishes clear expectations and fosters ownership at all levels. + Optimizes Work Processes: Continuously refines procedures to increase efficiency and service quality. + Strategic Mindset: Aligns team priorities with long-term business and technology goals. + Tech Savvy: Embraces and applies emerging technologies to improve service delivery.