Director, Global End User Support
Gravity IT Resources, Charlotte, NC, United States
Director, Global End User Support
Location:
Charlotte, NC (Onsite, 5 days/week)
The Role
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.
What You’ll Do
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
ServiceNow
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
What We’re Looking For
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
Equal Employment Opportunity
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.
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Location:
Charlotte, NC (Onsite, 5 days/week)
The Role
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.
What You’ll Do
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
ServiceNow
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
What We’re Looking For
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
Equal Employment Opportunity
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.
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