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Job Description Summary

Manages a help desk team to support and resolve end-user issues with computer hardware or software. Manages the overall response to user inquiries, ensures the team can troubleshoot, diagnose problems and identify solutions with IT equipment and applications.

Job Description

_This position follows our hybrid workstyle policy: Expected to be in a Raymond James office location a minimum 2-3 days a week._

Job Summary:

Supervises a team of technical support professionals providing first level support in a customer-centric environment to ensure that service levels are achieved. Responsible for supervising the daily operations of the service desk, monitoring response times, evaluating client satisfaction levels and ensuring associates meet productivity and quality goals and metrics. Can make judgments and recommendations based on the analysis and interpretation of data.

Essential Duties and Responsibilities:

+ Supervises the daily operations of the firm's end user support service desk with a goal of first contact resolution.

+ Monitors response times, evaluates client satisfaction levels and makes recommendations for improvement.

+ Requires ability to work a flexible schedule as on call rotation, night or weekend work may be necessary.

+ Supervises performance to ensure that associates are meeting productivity and quality goals and metrics.

+ Resolves business process and system issues and defines and/or updates procedures appropriately.

+ May handle escalated issues and/or perform duties similar to subordinates as staffing needs dictate.

+ Evaluates and manages technical support systems, hardware and software and makes recommendations for improvement.

+ Communicates frequently with end users, Support Center peers, 2nd level groups and higher, and managers; client interaction is key to managing expectations, assessing needs, and customizing services.

+ Works closely with development and operations teams to facilitate issue resolution; works on performance problems, upgrades, design reviews, and application setup/implementations.

+ May participate in or lead small to medium-sized department projects.

Qualifications:

+ 3+ years supervisory experience

+ General technical knowledge and background in concepts, practices and procedures of information technology support highly preferred.

+ Excellent understanding and/or demonstrated working knowledge of PC hardware and PC applications/operating systems such as Office, Outlook, Windows, DOS, etc. preferred.

Licenses/Certifications:

+ HDI Support Center – Must obtain in 6 months

+ ITIL Foundation preferred

Competencies and Behaviors:

+ Analysis: Identify and understand issues, problems and opportunities; compare data from different sources to draw conclusions.

+ Communication: Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

+ Exercising Judgment and Decision Making: Use effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints and probable consequences.

+ Technical and Professional Knowledge: Demonstrate a satisfactory level of technical and professional skill or knowledge in position-related areas; remains current with developments and trends in areas of expertise.

+ Building Effective Relationships: Develop and use collaborative relationships to facilitate the accomplishment of work goals.

+ Client Focus: Make internal and external clients and their needs a primary focus of action; develop and sustain productive client relationships.

Education

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

Work Experience

Manager 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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