Marriott International

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

Marriott International$120K — $150K *
Information Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Undergraduate degree or equivalent experience and certifications.
  • 8+ years in progressive IT leadership focusing on enterprise technology support and end-user computing.
  • Demonstrated experience leading managers and technical support teams in complex environments.
  • Proven record of supporting executives with urgency and precision.
  • Expertise in Microsoft 365, desktop systems, IT management, and related technologies.

Responsibilities

  • Oversee executive and desktop support operations for secure and reliable service delivery.
  • Set expectations and develop managers to ensure accountability in support functions.
  • Provide discreet and rapid technology support to senior leaders, including during meetings.
  • Define performance metrics and track service levels for continuous improvement.
  • Utilize data analysis to reduce recurring issues and enhance service quality.
  • Manage high-impact incident responses and collaborate with multiple departments for resolution.
  • Ensure security and compliance of assets while promoting an inclusive service culture.

Benefits

  • Employee development and continuous learning opportunities.
  • Supportive and inclusive company culture.
  • Opportunity to work in a high-impact, visible role within a major global organization.
Full Job Description
Job Description

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:

  • ServiceNow, 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.

About Marriott International

Marriott International is a hospitality company with more than 3,900 properties around the world. Marriot International opened its first hotel in 1957 and operates franchises worldwide. The company’s headquarters is based in Maryland and employees nearly 200,000 people worldwide.   The company was founded by J. Willard and Alice Marriott in 1927 by opening a root beer stand in Washington D.C.

Marriott International Careers

Join the vibrant team at Marriott International, the global leader in hospitality, where career opportunities abound and the potential for growth is limitless. As part of our commitment to innovation and leadership in the industry, we are continuously seeking passionate, creative, and driven individuals to join our diverse team. Work You’ll Do At Marriott International, you will be part of a culture that values diversity, leadership, and professional development. Engage in meaningful work that enhances the travel experience of each guest while fostering a positive environment where all team members can thrive. Our team at Marriott International leads the way in delivering exceptional service and innovative hospitality solutions. With a variety of job opportunities ranging from front-line roles to executive positions, you can find the perfect match for your skills and career ambitions. Marriott International’s commitment to growth and innovation means we are always on the lookout for dynamic professionals to join our team. Whether you are seeking your first job, looking for a challenging leadership role, or aiming to specialize in hospitality management, Marriott offers unparalleled employment opportunities. Internship and Training Programs Kickstart your career with Marriott International’s internship programs. These opportunities provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Marriott are treated as integral members of the team and are involved in projects that make a tangible impact on the company. In addition to internships, we offer comprehensive diversity training and professional development programs that prepare you for future leadership roles within the company. Our training programs are designed to enhance your capabilities and ensure you are equipped to meet the challenges of the evolving hospitality landscape. Benefits and Career Growth Marriott International believes in rewarding our employees for their dedication and hard work. We offer a competitive benefits package that includes health, vision, and dental insurance, employee discounts, and more. Moreover, we are committed to the professional growth of our employees. Career advancement at Marriott is not just a possibility—it is a priority. Join Our Team Explore the wide range of job opportunities at Marriott International. We are hiring across various departments, including management, customer service, culinary arts, and more. Bring your unique skills and perspective to our team, and help us continue to innovate and lead in the hospitality industry. Networking and Professional Development Stay connected and advance your career through Marriott’s extensive networking opportunities. Our professional community is designed to foster connections that can lead to career advancement and personal growth. Engage with leaders, gain industry insights, and build relationships that will support your career aspirations. Apply Now Ready to take the next step in your career? Search open positions that match your skills and interests on the Marriott Careers page. We look for individuals who are curious, team-oriented, and committed to excellence. Prepare your resume, sharpen your interview skills, and join one of the most respected names in the global hospitality industry. Stay Up to Date Keep informed with the latest career tips, company news, and industry insights from Marriott International. Join our community and discover how you can contribute to the world of hospitality and beyond. Explore job opportunities, embrace professional growth, and become part of a company that values innovation and leadership. At Marriott International, your career journey is just beginning.
Learn more about Marriott International
Size
120,000 employees
Market Cap
$46.5 billion
Industry
Net Income
-$267 million
Founded
1927
5 Year Trend
-2.1%
Revenue
$10.5 billion
NASDAQ

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