End User Support Director

Location: Charlotte, NC (Onsite, 5 days/week)

Our client is hiring a Director of Global End User Support to transform our end user support function from a traditional service desk into a high-performing, technically capable global team. This is a leadership-first role (75%+ management) that requires strong technical credibility. You’ll take ownership of global end user support and major incident management, raise technical maturity across the team, and eliminate “catch-and-dispatch” support in favor of knowledgeable first-contact resolution.

• Lead and transform a global support organization across the US and abroad
• Uplevel technical capability, creating a clear pipeline from L1/L2 into L3 infrastructure and network roles
• Own major incident management and drive consistent Service Now incident and change adoption
• Set performance standards, coach aggressively, and address underperformance where needed.
• Act as a credible technical leader across Microsoft 365, Teams, Exchange, Outlook, Copilot, and core networking fundamentals

• Strong background in end user / desktop support
• Proven experience turning around or maturing support teams
• Confident people leader with the ability to set standards and drive change
• Solid technical depth and hands-on credibility
• 3+yrs managing a team, preferably in a global environment