Director, Desktop Support

Responsibilities

• Service Strategy and Ownership:
• Own the enterprise desktop support and end user computing operating model, ensuring reliable, secure, and scalable services.
• Establish and evolve service standards, SLAs, KPIs, and governance frameworks aligned to Raymond James' client first culture.
• Translate business and employee experience needs into practical, measurable support solutions.
• Leadership and Team Development:
• Lead, coach, and develop Desktop Support Managers, setting clear expectations for accountability, performance, and people leadership.
• Build strong leadership capability across the organization through mentoring, feedback, and succession planning.
• Foster a culture of ownership, continuous improvement, and service excellence.
• Provide guidance for large, distributed second level desktop support teams.
• Operational Excellence:
• Drive service performance across productivity, quality, and customer experience metrics.
• Oversee escalations and lead response for high impact incidents, including executive communication and post incident review.
• Ensure consistent execution of onboarding and offboarding support, including device provisioning, access coordination, and documentation.
• Data, Reporting, and Communication
• Provide clear, data driven updates to senior leadership on service performance, risks, trends, and improvement initiatives.
• Use metrics and analysis to inform decisions, prioritize investments, and guide continuous improvement efforts.
• Cross Functional Partnership:
• Partner closely with Infrastructure, Digital Workplace, Cybersecurity, Identity, HR, and other technology teams to align support services with platform roadmaps and security requirements.
• Ensure desktop support services meet regulatory, security, and audit expectations through strong controls and documentation.
• Technology and Environment:
• Microsoft Windows desktop operating systems.
• Microsoft 365 ecosystem including Exchange Online, Teams, and OneDrive.
• Modern desktop and device management platforms, including Microsoft Intune, MDM, and VDI solutions such as Citrix or VMware.
• IT service management platforms such as ServiceNow.
• Hybrid and distributed workforce within a regulated financial services environment.
• Required Experience :
• 5+ years of experience in end user computing or desktop support roles within large enterprise environments.
• 5 or more years leading people managers in distributed organizations.
• Proven success scaling support organizations and improving service performance.
• Strong judgment and the ability to lead through complex operational and incident scenarios.
• Executive presence and comfort communicating with senior leaders.
• Preferred:
• Experience in financial services or other regulated industries.
• Background driving service maturity, process standardization, and automation initiatives.
• Preferred Certifications:
• ITIL Foundation or higher.
• Microsoft or endpoint management certifications are a plus
• Key Leadership Competencies:
• Service Leadership: Holds teams accountable for reliable, client focused outcomes.
• People Development: Builds strong leaders and sustainable teams.
• Operational Discipline: Establishes clear processes and governance.
• Data Driven Thinking: Uses insight and metrics to guide action.
• Executive Communication: Communicates clearly, calmly, and confidently.
• Collaboration: Partners effectively across technology and business teams.
• Accountability: Owns outcomes and drives follow through
• Continuous Improvement: Advances service maturity while maintaining stability.
• Education
• Bachelor's: Computer and Information Science, Bachelor's: Information Technology, High School (HS) (Required)
• Work Experience
• General Experience - More than 15 years, Manager Experience - 10 to 15 years
• Certifications
• Travel
• Less than 25%
• Workstyle
• Hybrid

Benefits

Additional Information

Job Description Summary Raymond James is seeking a Director of Desktop Support to lead and evolve enterprise support services for a large, regulated, and geographically distributed workforce. This role is responsible for setting direction, ensuring consistent service delivery, and developing leadership capability across the desktop support organization. The ideal candidate brings strong people leadership, disciplined operational thinking, and the ability to clearly communicate service performance to senior leaders. Job Description

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