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 services environment.

Required Experience:

5+ years of experience in enduser computing 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, clientfocused outcomes.

People Development:

Builds strong leaders and sustainable teams.

Operational Discipline:

Establishes clear processes and governance.

DataDriven Thinking:

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 maintaining stability.

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. #LI-TC1 Raymond James is a diversified financial services company providing wealth management, capital markets, asset management, banking and other services to individuals, corporations and municipalities. Founded in 1962 in St. Petersburg, Florida, rather than on Wall Street, we have always embraced being a different kind of financial services firm. Today, Raymond James has locations and subsidiaries across the United States, Canada, the United Kingdom and Germany, and is listed on the New York Stock Exchange under the symbol RJF. Thanks for your interest in working with Raymond James. While we might not have the perfect role for you today, we'd love to keep in touch. Join our Talent Network to stay up to date on career opportunities that may be a good fit for you. Our business is deeply focused on people and their financial well-being. We're committed to helping individuals, corporations and institutions achieve their goals, while also supporting successful professionals and helping our communities prosper. We believe doing well and doing good aren't mutually exclusive. As an established but ever-evolving company, you can start - or continue - growing your career here. We invest in you with wide-ranging benefits and the support of leaders and colleagues who care. From development opportunities and enriching networking groups to prioritizing diversity, inclusion and the power of different perspectives, Raymond James is where good people grow. Our people-first culture is outlined in our Culture Blueprint. Check it out to see why many choose to work at Raymond James - and why they stay.