Head of End User Support(Director level) Charlotte,NC

The Bachrach Group; Charlotte, Northern (NC, KY); Hybrid; USD 130,000 - 180,000; Full time

Benefits offered by this job

Excellent benefits

Job summary

The Bachrach Group is seeking a Head of Desktop Support Services/Director in Charlotte, NC to lead the end-user support and service desk organization within a stable IT environment. This onsite, permanent role governs incident management, service delivery, and team development, reporting to senior leadership.

Key responsibilities include guiding first- and second-line support, establishing ITIL-based processes, and driving improvements using service metrics.

Qualifications

• Proven leadership experience within desktop support or service desk.
• Strong background in incident and problem management.
• Solid understanding of ITIL frameworks and service management best practices.
• Experience supporting modern endpoint and identity platforms (e.g., Windows, M365).
• Ability to communicate effectively with senior stakeholders and business leaders.
• Comfortable operating in a lean, high-accountability environment.

Responsibilities

• Provide overall leadership for desktop support and service desk teams delivering first- and second-line support.
• Own end-to-end incident management, including escalation, communication, and resolution.
• Establish standards for ticket triage, prioritization, and SLA adherence.
• Ensure consistent application of ITIL-based incident and problem management practices.
• Drive a root-cause mindset to reduce repeat incidents and improve service quality.
• Partner with infrastructure, application, and security teams to address systemic issues.
• Leverage service metrics (SLA performance, MTTR, incident trends) to guide operational improvements.
• Develop and mentor team leads and support professionals.

Skills

Leadership

Incident management

ITIL

Stakeholder communication

Lean environment

Tools

Windows

M365

Job description

Head of End User Support(Director level) Charlotte,NC
Technology Charlotte , North Carolina Permanent Jan 26, 2026

We are partnering with a global mid-sized financial services firm to identify a Head of Desktop Support Services/Director to lead its end-user support and service desk organization. This is a senior leadership role overseeing incident management, service delivery, and team development within a stable, well-established IT environment.

Qualified candidates must be able to work onsite in Charlotte, North Carolina 5 days.

The firm operates with a lean structure and values disciplined execution, clear ownership, and thoughtful leadership. This role will have direct responsibility for how incidents are managed, prioritized, communicated, and resolved across the organization.

Key Responsibilities:

• Provide overall leadership for desktop support and service desk teams delivering first- and second-line support
• Own end-to-end incident management, including escalation, communication, and resolution
• Establish standards for ticket triage, prioritization, and SLA adherence
• Ensure consistent application of ITIL-based incident and problem management practices
• Drive a root-cause mindset to reduce repeat incidents and improve service quality
• Partner with infrastructure, application, and security teams to address systemic issues
• Leverage service metrics (SLA performance, MTTR, incident trends) to guide operational improvements
• Develop and mentor team leads and support professionals

Required Experience:

• Proven leadership experience within desktop support or service desk environments
• Strong background in incident and problem management
• Solid understanding of ITIL frameworks and service management best practices
• Experience supporting modern endpoint and identity platforms (e.g., Windows, M365)
• Ability to communicate effectively with senior stakeholders and business leaders
• Comfortable operating in a lean, high-accountability environment

Why this opportunity:

• Long-term growth potential within a stable organization
• Many long-tenured employees, indicating strong retention and culture
• Opportunity to own and shape how end-user support is delivered
• Leadership role with visibility and influence

  Location:

  Onsite in Charlotte, North Carolina-5 days

  Compensation:

  $130K–$180K base salary plus excellent benefits

  If you’re a service desk leader who values stability, accountability, and building durable support operations, we’d love to connect!

  NY Headquarters
  1430 Broadway, 13th Floor
  New York, New York 10018

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