Desktop Support Manager

Desktop Support Team Leader

This position follows our hybrid workstyle policy: Expected to be in a Raymond James office location a minimum 2-3 days a week. Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future.

Job Summary: 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:

• Leads and mentors a team of desktop support technicians, fostering a collaborative and high-performance environment.
• Oversees daily support operations, including ticket management, incident resolution, and service request fulfillment.
• Monitors team performance against service level agreements (SLAs), productivity goals, and quality standards.
• Develops and implements strategies to improve support efficiency, customer satisfaction, and service quality.
• Manages escalations and ensures prompt resolution of complex technical issues.
• Identifies skill gaps and delivers targeted training to enhance technical capabilities and career development.
• Maintains and updates support documentation, knowledge bases, and standard operating procedures.
• Provides regular updates to management on system health, key performance indicators, and incident resolution progress.
• Collaborates with cross-functional teams, including infrastructure, digital workplace, and cybersecurity, to resolve issues and improve service delivery.
• Supports onboarding and offboarding processes, including provisioning and deprovisioning of IT assets and access.
• Continuously evaluates and enhances support processes to optimize service delivery and adopt best practices.

Qualifications:

• 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.

Licenses/Certifications:

• ITIL Foundation preferred

Competencies and 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.