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Job Description

Note: This position follows our hybrid workstyle policy: Expected to be in a Raymond James office location a minimum 50% of the time on a regular cadence (10-12 days a month) with specific time and location expectations determined and communicated by management. Location options are St Petersburg, FL (primary); Memphis, TN; or Southfield, MI.

Job Summary:

Supervise a team of technical support professionals providing second-level support for business-critical applications. Drive ongoing skill development, foster collaboration with development teams, and oversee the resolution of complex technical issues to improve team performance and customer satisfaction. The Advisor Application Support team provides support for Raymond James proprietary applications used by financial advisors in their daily client interactions. They provide technical assistance, troubleshoot issues, and work closely with software engineering teams to ensure support is prompt and effective.

Responsibilities:

• Supervise and mentor a team of IT support technicians, fostering a collaborative and high-performance work environment.

• Oversee daily operations, ensuring requests, support tickets, and projects are completed efficiently and promptly.

• Monitor team performance, set goals, and implement strategies to improve efficiency, service quality, and customer satisfaction.

• Identify and address skill gaps, implementing training programs to enhance technical expertise and professional growth.

• Provide regular status updates to management on production system health, key performance indicators, and incident resolution progress.

• Establish and maintain strong engagement with development and operations teams to ensure seamless communication and collaboration on technical issues.

• Maintain effective communication channels with stakeholders, including development teams, business partners, and IT leadership.

• Continuously evaluate and enhance support processes and procedures to optimize service delivery.

Skills/Previous Experience:

• Minimum of 5 years of experience in an IT support function in a corporate environment.

• Previous supervisory experience preferred but not required.

• Excellent problem-solving and troubleshooting skills with the ability to diagnose complex technical issues.

• Ability to prepare various reports, summaries, surveys, and written recommendations.

• Ability to prepare and deliver written and verbal presentations.

• Familiarity with ITIL or other IT service management frameworks.

• Advanced knowledge of Software Development Lifecycle methodologies (i.e., Waterfall, Agile).

Certifications:

• None required.

Travel:

• Travel required: No.

Education

Bachelor’s: Computer and Information Science, Bachelor’s: Computer Systems Analysis, Bachelor’s: Information Technology, High School (HS) (Required)

Work Experience

General Experience - 3 to 6 years

Certifications

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.

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