Raymond James · 5 days ago
Desktop Support Manager
Memphis, TN
Full-time
Hybrid
Senior Level
6+ years expRaymond James is a financial services firm that is seeking a Desktop Support Manager to lead a help desk team. The role involves managing end-user support operations, ensuring service level targets are met, and driving team performance through effective oversight and strategic recommendations.
BankingFinancial ServicesInformation TechnologyInsuranceWealth Management
No H1B
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
Qualification
Required
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
Bachelor's: Accounting, Bachelor's: Business Administration, Bachelor's: Computer and Information Science, High School (HS) (Required)
General Experience - 6 to 10 years, Manager Experience - 3 to 6 years
Preferred
ITIL Foundation preferred
Company
Raymond James
Raymond James provides a range of investment banking services focused on the telecommunications and communications sectors.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.5B2025-09-09Post Ipo Debt· $1.5B
1983-07-01IPO
Leadership Team
Paul Shoukry
Chief Executive Officer
James Sickling
COO - Fixed Income
Recent News
TradingView
2025-12-16
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