Director, Executive, Desktop, and Walk-up Technical Support

JOB SUMMARY

The Director Executive and End-User Technology Support leads Marriotts enterprise support services for executive desktop walk-up and PC imaging operations. This role sets service strategy performance standards escalation practices and continuous improvement priorities to deliver secure reliable and high-touch technology support for associates and senior leaders. The Director leads managers builds high-performing teams and ensures support services are responsive measurable and aligned with Marriotts service culture and operational excellence standards. As a highly visible role this position requires onsite presence at least three days per week.

CANDIDATE PROFILE

Education and Experience

Required:

• Undergraduate degree or equivalent combination of education experience training and certifications.

• 8 years of progressive IT leadership experience across enterprise technology support end-user computing service desk desktop support executive support endpoint deployment or related operations.

• Experience leading managers or layered technical support teams in a complex enterprise environment.

• Experience supporting executives or highly visible stakeholders with discretion urgency and service focus.

• Strong knowledge of Microsoft 365 desktop operating systems endpoint management PC imaging collaboration tools mobile support identity and access practices and ITSM platforms.

Preferred:

• ServiceNow ITIL endpoint lifecycle management managed service provider oversight and support operations experience in a large or global environment.

CORE WORK ACTIVITIES

• Lead Enterprise Support Operations: Oversee executive desktop walk-up and PC imaging services to deliver secure reliable scalable and customer-focused support.

• Manage Through Leaders: Set expectations develop managers reinforce accountability and drive consistent execution across support functions.

• Support Senior Leaders: Ensure discreet responsive executive technology support including proactive readiness rapid resolution meeting support and escalation management.

• Drive Performance and Insights: Define KPIs monitor service levels produce executive-ready reporting and translate trends into improvement actions.

• Improve Service Outcomes: Use data feedback root cause analysis and knowledge management to reduce repeat issues and improve service consistency.

• Lead Escalations and Partnerships: Coordinate response for high-impact incidents and partner across Global Technology security procurement asset management and business teams to resolve systemic issues.

• Ensure Controls and Culture: Maintain security compliance endpoint licensing and asset controls while modeling Marriotts service culture and inclusive leadership expectations.

MANAGEMENT COMPETENCIES AND SKILLS

• Executive presence judgment professionalism and discretion.

• Strong communication presentation influencing and stakeholder management skills.

• Effective prioritization delegation decision-making and problem-solving in high-visibility environments.

• Customer-focused mindset with commitment to service excellence operational discipline and associate experience.

WORKING CONDITIONS

This role may require after-hours support on-site presence for executive or business-critical events and availability during high-priority incidents.