Director, Desktop Support

Responsibilities

• 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’ client-first culture.
• Translate business and employee experience needs into practical, measurable support solutions.
• 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 second-level desktop support teams.
• 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.
• Provide clear, data-driven 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.
• 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.

Requirements

• 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.

Qualifications

• Bachelor’s: Computer and Information Science, Bachelor’s: Information Technology, High School (HS).

Skills

• Service Leadership.
• People Development.
• Operational Discipline.
• Data-Driven Thinking.
• Executive Communication.
• Collaboration.
• Accountability.
• Continuous Improvement.

Benefits

• Medical, dental, and vision insurance.
• Life insurance, critical illness insurance, and accident insurance.
• Disability benefits.
• Retirement savings.
• Paid time off (including vacation, holidays, and sick leave).
• Parental leave.