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

Marriott International is seeking a director to lead enterprise executive and end-user technology support from its Bethesda, Maryland hub. The role balances establishing service strategy and performance standards with strong, visible leadership, and requires onsite presence at least three days per week to deliver secure, reliable, high-touch support for associates and senior leaders.

Responsibilities

• 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.

Requirements

• 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.

Technologies

• Microsoft 365
• PC imaging
• Endpoint management
• Collaboration tools
• ITSM platforms
• ServiceNow
• ITIL
• Endpoint lifecycle management

Benefits

• 401(k) plan
• Stock purchase plan
• Discounts at Marriott properties
• Commuter benefits
• Employee assistance plan
• Childcare discounts
• Medical insurance
• Dental
• Vision
• Health care flexible spending account
• Dependent care flexible spending account
• Life insurance
• Disability insurance
• Accident insurance
• Adoption expense reimbursements
• Paid parental leave
• Educational assistance

Additional Information

• Job Number: 26081043
• Job Category: Information Technology
• Location: 7750 Wisconsin Ave, Bethesda, Maryland, United States, 20814
• Schedule: Full Time
• Located Remotely?: N
• Position Type: Management
• Pay Range: $127,000-$216,000 annually
• Bonus Eligible: Y
• Stock Package: Y

Working Conditions

• This role may require after-hours support, on-site presence for executive or business-critical events, and availability during high-priority incidents.

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.