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 Jamesclientfirstculture.

• 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 cleardatadrivenupdates 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.

CrossFunctionalPartnership:

• 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.

Required Experience:

• 5years 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 reliableclientfocusedoutcomes.

• People Development:Builds strong leaders and sustainable teams.

• Operational Discipline:Establishesclear processes and governance.

• DataDrivenThinking:Uses insight and metrics to guide action.

• Executive Communication:Communicates clearly calmly and confidently.

• Collaboration:Partners effectively across technology and business teams.

• Accountability:Owns outcomes and drivesfollow through

• Continuous Improvement:Advances service maturity whilemaintainingstability.