> Markdown version of [/jobs/ext/1345593-director-desktop-support](https://www.wearedevelopers.com/jobs/ext/1345593-director-desktop-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director, Desktop Support - **Company:** Raymond James Financial, Inc. - **Location:** St. Petersburg, FL, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Cyber Security, Windows Search, Citrix Systems, Microsoft InTune, Servicenow, Vmware - **Published:** July 19, 2026 - **Apply:** https://www.juju.com/job/00000000ghmk39 ## About the Role + 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 ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Events like RSAC Get You CISOs. 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