Director, Desktop Support

Service Strategy and Ownership:

• Own the enterprise desktop support andendusercomputingoperatingmodel, ensuring reliable, secure, and scalable services.
• Establish and evolve service standards, SLAs, KPIs, and governance frameworks aligned to Raymond James'clientfirstculture.
• Translatebusiness and employeeexperienceneedsinto practical, measurable support solutions.

Leadership and Team Development:

• Lead, coach, and develop Desktop Support Managers, setting clear expectations for accountability, performance, andpeopleleadership.
• Build strong leadership capability across the organization through mentoring, feedback, and succession planning.
• Foster a culture of ownership, continuous improvement, and service excellence.
• Provide guidancefor large, distributedsecondleveldesktop support teams.

Operational Excellence:

• Drive service performance across productivity, quality, and customer experience metrics.
• Oversee escalations and leadresponseforhighimpactincidents, including executive communication andpostincidentreview.
• Ensure consistent execution of onboarding and offboarding support, including device provisioning, access coordination, and documentation.

Data, Reporting, and Communication

• Provide clear,datadrivenupdates 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.

• 5+years of experience inendusercomputing 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,clientfocusedoutcomes.
• People Development: Builds strong leaders and sustainable teams.
• Operational Discipline: Establishesclear processes and governance.
• Data Driven Thinking: Uses insight and metrics to guide action.
• Executive Communication: Communicates clearly, calmly, and confidently.