Director, Desktop Support

This position follows our hybrid workstyle policy: expected to be in a Raymond James office location three days per week, with at least one of those days being a Monday or a Friday.

Responsibilities:

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.

• 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