Job Description

Desktop Support Manager

Manages a help desk team to support and resolve end-user issues with computer hardware or software. Manages the overall response to user inquiries, ensures the team can troubleshoot, diagnose problems and identify solutions with IT equipment and applications.

Leads a team of desktop support specialists delivering second-level technical assistance in a customer-focused environment. Ensures service level targets are met through effective oversight of daily operations, including task assignments, queue management, response monitoring, escalation resolution, and client satisfaction. Drives team performance by aligning goals with productivity and quality metrics. Leverages data analysis to guide decisions and offer strategic recommendations.

Essential duties and responsibilities include:

• Leading and mentoring a team of desktop support technicians, fostering a collaborative and high-performance environment.
• Overseeing daily support operations, including ticket management, incident resolution, and service request fulfillment.
• Monitoring team performance against service level agreements (SLAs), productivity goals, and quality standards.
• Developing and implementing strategies to improve support efficiency, customer satisfaction, and service quality.
• Managing escalations and ensuring prompt resolution of complex technical issues.
• Identifying skill gaps and delivering targeted training to enhance technical capabilities and career development.
• Maintaining and updating support documentation, knowledge bases, and standard operating procedures.
• Providing regular updates to management on system health, key performance indicators, and incident resolution progress.
• Collaborating with cross-functional teams, including infrastructure, digital workplace, and cybersecurity, to resolve issues and improve service delivery.
• Supporting onboarding and offboarding processes, including provisioning and deprovisioning of IT assets and access.
• Continuously evaluating and enhancing support processes to optimize service delivery and adopt best practices.

Qualifications include:

• 5+ years of progressive experience in desktop support or end-user computing roles.
• At least 3 years of people leadership experience in a large, distributed enterprise environment, managing teams of 15+ direct reports.
• Experience with ITSM tools such as ServiceNow required.
• In-depth understanding of Microsoft desktop operating systems and Microsoft cloud services (i.e., M365, Exchange Online).
• Familiarity with Modern Desktop Management platforms and administration (i.e., Microsoft Intune, Citrix, Vmware).
• Proven ability to manage escalations and collaborate with cross-functional teams and senior leadership.
• Knowledge of compliance standards, documentation practices, and security protocols.

Competencies and behaviors include:

• Team Leadership: Builds strong teams through coaching, feedback, and performance management.
• Service Excellence: Enhances service quality with a client-first approach.
• Analysis: Synthesizes data to identify issues and draw informed conclusions.
• Communication: Delivers clear, engaging messages across various formats.
• Judgment & Decision Making: Chooses effective solutions based on available data and constraints.
• Cross-Functional Collaboration: Works across teams to resolve issues and ensure accountability.
• Technical Knowledge: Maintains up-to-date expertise in relevant technical areas.
• Relationship Building: Fosters collaborative relationships to achieve goals.
• Client Focus: Prioritizes client needs and builds lasting relationships.
• Accountability: Sets clear expectations and promotes ownership.
• Process Optimization: Continuously improves workflows for greater efficiency and quality.

Education: Bachelor's: Accounting, Bachelor's: Business Administration, Bachelor's: Computer and Information Science, High School (HS) (Required)

Work Experience: General Experience - 6 to 10 years, Manager Experience - 3 to 6 years

Certifications: ITIL Foundation preferred

Travel: Less than 25%

Workstyle: Hybrid

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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