Desktop Support Manager

About the role

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

• Leads and mentors a team of desktop support technicians, fostering a collaborative and high-performance environment.
• Oversees daily support operations, including ticket management, incident resolution, and service request fulfillment.
• Maintains and updates support documentation, knowledge bases, and standard operating procedures.
• Provides regular updates to management on system health, key performance indicators, and incident resolution progress.
• Collaborates with cross-functional teams, including infrastructure, digital workplace, and cybersecurity, to resolve issues and improve service delivery.
• Supports onboarding and offboarding processes, including provisioning and deprovisioning of IT assets and access.
• Continuously evaluates and enhances support processes to optimize service delivery and adopt best practices.

Requirements

• 5+ years of progressive experience in desktop support or end-user computing roles.
• At least 3 years of people leadership experience in a large, distributed enterprise environment, managing teams of 15+ direct reports.
• Experience with ITSM tools such as ServiceNow required.
• In-depth understanding of Microsoft desktop operating systems and Microsoft cloud services (i.e., M365, Exchange Online).
• Familiarity with Modern Desktop Management platforms and administration (i.e., Microsoft Intune, Citrix, Vmware).
• Proven ability to manage escalations and collaborate with cross-functional teams and senior leadership.
• Knowledge of compliance standards, documentation practices, and security protocols.

Qualifications

• ITIL Foundation preferred.

Skills

• Team Leadership
• Service Excellence
• Analysis
• Communication
• Judgment & Decision Making
• Cross-Functional Collaboration
• Technical Knowledge
• Relationship Building
• Client Focus
• Accountability
• Process Optimization

Benefits

• The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions.
• This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave.

Pay

The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions.

Schedule

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.