Director, Executive, Desktop, and Walk-up Technical Support

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.

CANDIDATE PROFILE

Education and Experience

Required:

* Undergraduate degree or equivalent combination of education, experience, training, and certifications.

* 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.

* Strong knowledge of Microsoft 365, desktop operating systems, endpoint management, PC imaging, collaboration tools, mobile support, identity and access practices, and ITSM platforms.

Preferred:

* Service Now, ITIL, endpoint lifecycle management, managed service provider oversight, and support operations experience in a large or global environment.

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.

* Manage Through Leaders:
Set expectations, develop managers, reinforce accountability, and drive consistent execution across support functions.

* 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.

* 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.

* 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

* Executive presence, judgment, professionalism, and discretion.

* Strong communication, presentation, influencing, and stakeholder management skills.

* 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.

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.