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
Service Strategy and Ownership:
Own the enterprise desktop support and end user 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.
Leadership and Team Development:
Lead, coach, and develop Desktop Support Managers, setting clear expectations for accountability, performance, and people leadership.
Ensure consistent execution of onboarding and offboarding support, including device provisioning, access coordination, and documentation.
Data, Reporting, and Communication
Provide clear, data driven updates to senior leadership on service performance, risks, trends, and improvement initiatives.
Cross Functional Partnership:
Partner closely with Infrastructure, Digital Workplace, Cybersecurity, Identity, HR, and other technology teams to align support services with platform roadmaps and security requirements.
Technology and Environment:
Modern desktop and device management platforms, including Microsoft Intune, MDM, and VDI solutions such as Citrix or VMware.
Preferred Certifications:
Key Leadership Competencies:
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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