Director, Executive, Desktop, and Walk-up Technical Support
Negotiable
Location
Liberia, Maryland
Job Description
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JOB SUMMARY
The Director, Executive and End-User Technology Support leads Marriott’s
enterprise support services for executive, desktop, walk-up, and PC imaging
operations. This role sets service strategy, performance standards, escalation
practices, and continuous improvement priorities to deliver secure, reliable,
and high-touch technology support for associates and senior leaders.
The Director leads managers, builds high-performing teams, and ensures support
services are responsive, measurable, and aligned with Marriott’s service culture
and operational excellence standards. As a highly visible role, this position
requires onsite presence at least three days per week.
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CANDIDATE PROFILE
- Undergraduate degree or equivalent combination of education,
experience, training, and certifications.
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- 8+ years of progressive IT leadership
experience across enterprise technology support, end-user computing, service
desk, desktop support, executive support, endpoint deployment, or related
operations.
- Experience leading managers or layered technical support teams in a complex
enterprise environment.
- Experience supporting executives or highly visible stakeholders
with discretion, urgency, and service focus.
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- Strong knowledge of Microsoft 365,
desktop operating systems, endpoint management, PC imaging, collaboration tools,
mobile support, identity and access practices, and ITSM platforms.
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Preferred:
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- ServiceNow, ITIL, endpoint lifecycle
management, managed service provider oversight, and support operations
experience in a large or global environment.
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CORE WORK ACTIVITIES
- Lead
Enterprise Support Operations: Oversee executive, desktop, walk-up,
and PC imaging services to deliver secure, reliable, scalable,
and customer-focused support.
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- Manage Through
Leaders: Set expectations, develop managers, reinforce accountability,
and drive consistent execution across support functions.
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- Support Senior
Leaders: Ensure discreet, responsive executive technology support,
including proactive readiness, rapid resolution, meeting support, and escalation
management.
- Drive Performance and Insights: Define KPIs, monitor
service levels, produce executive-ready reporting, and translate trends into
improvement actions.
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style="margin:0px;padding:0px"> - Improve Service
Outcomes: Use data, feedback, root cause analysis, and knowledge
management to reduce repeat issues and improve service consistency.
- Lead Escalations
and Partnerships: Coordinate response for high-impact incidents
and partner across Global Technology, security, procurement, asset management,
and business teams to resolve systemic issues.
style="margin:0px;padding:0px"> - Ensure Controls
and Culture: Maintain security, compliance, endpoint, licensing,
and asset controls while modeling Marriott’s service culture and inclusive
leadership expectations.
MANAGEMENT COMPETENCIES AND SKILLS
style="margin:0px;padding:0px"> - Executive presence, judgment,
professionalism, and discretion.
style="margin:0px;padding:0px"> - Strong communication, presentation,
influencing, and stakeholder management skills.
style="margin:0px;padding:0px"> - Effective prioritization, delegation,
decision-making, and problem-solving in high-visibility environments.
- Customer-focused
mindset with commitment to service excellence, operational discipline,
and associate experience.
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WORKING CONDITIONS
This role may require
after-hours support, on-site presence for executive or business-critical events,
and availability during high-priority incidents.
At Marriott International, we are dedicated to being an equal
opportunity employer, welcoming all and providing access to opportunity.
We actively foster an environment where the unique backgrounds of our associates
are valued and celebrated.
Our greatest strength lies in the rich blend of culture, talent, and experiences
of our associates. We are committed to non-discrimination on any protected
basis, including disability, veteran status, or other basis protected
by applicable law.
All positions offer a 401(k) plan, stock
purchase plan, discounts at Marriott properties, commuter benefits, employee
assistance plan, and childcare discounts. Benefits are subject to terms
and conditions, which may include rules regarding eligibility, enrollment,
waiting period, contribution, benefit limits, election changes, benefit
exclusions, and others. Click
href="https://life.marriott.com/wp-content/uploads/2025/09/benefitsoverviewp_2025edits_8.19.25.pdf"
rel="nofollow" target="_blank">here to learn more.
Full-time positions also offer coverage for medical, dental,
vision, health care flexible spending account, dependent care flexible spending
account, life insurance, disability insurance, accident insurance, adoption
expense reimbursements, paid parental leave and educational assistance.
Washington Applicants Only: Employees
will accrue paid sick leave, 0.077 PTO balance for every hour worked and
be eligible to receive a minimum of 9 holidays annually.
Marriott HQ is committed to a hybrid work environment
that enables associates to Be connected. Headquarters-based positions
are considered hybrid, for candidates within a commuting distance to Bethesda,
MD; candidates outside of commuting distance to Bethesda, MD will be considered
for Remote positions.
Marriott International is the world’s largest
hotel company, with more brands, more hotels and more opportunities
for associates to grow and succeed. Be where you can do your best work,
begin your purpose, belong to an amazing global team,
and become the best version of you.
We have an extraordinary portfolio of brands, with over 9,700 hotels and resorts under more than 30 preferred brands in the industry, covering 143 countries and regions, offering a richer selection for you to feel, experience, and explore the world.
