Director, Global End User Support

Director, Global End User Support

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

We’re hiring a Director, 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. Manage a team of 17
• 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

Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.