About this opportunity
The Bachrach Group lists this Head of End User Support(Director level) Charlotte,NC opportunity in northern, Kentucky. Review the employer’s description below for duties, qualifications and application requirements.
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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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.