Director, Desktop Support

Responsibilities: 

Service Strategy and Ownership: 

• Own the enterprise desktop support and enduser computing operating model, ensuring reliable, secure, and scalable services. 

• Establish and evolve service standards, SLAs, KPIs, and governance frameworks aligned to Raymond James’ clientfirst 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 secondlevel desktop support teams. 

Operational Excellence:

• Drive service performance across productivity, quality, and customer experience metrics. 

• Oversee escalations and lead response for highimpact incidents, including executive communication and postincident review. 

• Ensure consistent execution of onboarding and offboarding support, including device provisioning, access coordination, and documentation. 

Data, Reporting, and Communication 

• Provide clear, datadriven 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. 

CrossFunctional 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 enduser 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, clientfocused outcomes. 

• People Development: Builds strong leaders and sustainable teams. 

• Operational Discipline: Establishes clear processes and governance. 

• DataDriven 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.