Desktop Support Manager

Job Summary Manages a help desk team to support and resolve end‑user issues with computer hardware or software, overseeing the overall response to user inquiries and ensuring the team can troubleshoot, diagnose problems, and identify solutions with IT equipment and applications. This position follows our hybrid workstyle policy: expected to be in a Raymond James office location a minimum 2–3 days a week. This role is not eligible for work visa sponsorship, either currently or in the future. Responsibilities Lead and mentor a team of desktop support technicians, fostering a collaborative and high-performance environment. Oversee daily support operations, including ticket management, incident resolution, and service request fulfillment. Monitor team performance against service level agreements, productivity goals, and quality standards. Develop and implement strategies to improve support efficiency, customer satisfaction, and service quality. Manage escalations and ensure prompt resolution of complex technical issues. Identify skill gaps and deliver targeted training to enhance technical capabilities and career development. Maintain and update support documentation, knowledge bases, and standard operating procedures. Provide regular updates to management on system health, key performance indicators, and incident resolution progress. Collaborate with cross‑functional teams, including infrastructure, digital workplace, and cybersecurity, to resolve issues and improve service delivery. Support onboarding and offboarding processes, including provisioning and deprovisioning of IT assets and access. Continuously evaluate and enhance support processes to optimize service delivery and adopt best practices. Qualifications & Experience 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 (e.g., M365, Exchange Online). Familiarity with modern desktop management platforms and administration (e.g., 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. Licenses & Certifications ITIL Foundation preferred. Competencies & Behaviors 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 & Experience Bachelor’s degree in Accounting, Business Administration, Computer and Information Science, or equivalent (required). High school diploma or equivalent (required). General experience 6–10 years; manager experience 3–6 years. Travel & Work Style Travel: less than 25%. Work style: Hybrid. Compensation & Benefits 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 and specific offerings may vary by position and employment status. Equal Opportunity Employment The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs. #J-18808-Ljbffr