Job Description

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.

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 James’clientfirstculture.

• 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 clear,datadrivenupdates 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

• 5+years 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 reliable, clientfocusedoutcomes.

• 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 drives follow through

• Continuous Improvement:Advances service maturity while maintainingstability.

Education

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

Work Experience

General Experience - More than 15 years, Manager Experience - 10 to 15 years

Certifications

Travel

Less than 25%

Workstyle

Hybrid

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. Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com.

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.

We expect our associates at all levels to:
• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter
• Contribute to the continuous evolution of the firm

At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.

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