Director, Desktop Support

Job Description Summary

Raymond James is seeking a Director of Desktop Support to lead and evolve enterprise support services for a large, regulated, and geographically distributed workforce. This role is responsible for setting direction, ensuring consistent service delivery, and developing leadership capability across the desktop support organization.

The ideal candidate brings strong people leadership, disciplined operational thinking, and the ability to clearly communicate service performance to senior leaders.

Job Description

Responsibilities: 

Service Strategy and Ownership: 

• 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’ clientfirst culture. 

• Translate business and employee experience needs into practical, measurable support solutions. 

Leadership and Team Development:

• 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 secondlevel desktop support teams. 

Operational Excellence:

• 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. 

Data, Reporting, and Communication 

• Provide clear, datadriven 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. 

 

CrossFunctional 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. 

• Hybrid and distributed workforce within a regulated financial servic