Role: Job Title: Onsite End User Computing (EUC) Lead
Must Have Technical/Functional Skills
Strong experience in End User Computing environments
Expert knowledge of Windows OS, hardware troubleshooting, and enterprise applications
Hands-on experience with ITSM tools (ServiceNow)
Strong hands-on experience in SCCM, Intune
Solid understanding of Active Directory, Group Policy, and endpoint management
Experience in leading the onsite + Offshore team and be a strong liaison between both parties to ensure there is seamless delivery of operations
Be a functional and strategic SPOC to enable growth expansions across the geography
Roles & Responsibilities
Operational Leadership
Lead and oversee onsite +Offshore EUC support operations across L2/L3
Ensure SLA, KPI, and customer satisfaction targets are consistently met
To ensure there are Zero penalty moments maintained across
Act as the primary onsite point of contact for EUC-related matters
Provide VIP and executive support as required
Team Management
Guide, mentor, and support onsite/Offshore EUC engineers/analysts
Perform workload management, shift planning, and task prioritization
Conduct knowledge sharing, training, and SOP adherence
Drive performance improvement and ownership within the team
Technical Responsibilities
Provide hands-on support for Windows 10/11, desktop/laptop hardware, patching and printer's support
Support Microsoft 365, collaboration tools, and enterprise applications
Troubleshoot complex EUC issues and coordinate escalations with teams and vendors
Support VDI/Citrix/AVD environments, OS upgrades, and hardware refresh programs
Ensure compliance with security standards, patching, and endpoint protection
Process & Continuous Improvement
Review and enhance SOPs, KBs, and operational processes
Identify service improvement opportunities and risk areas and drive corrective actions
Ensure accurate ticket documentation and reporting
Participate in incident management, RCA, and problem management activities
Stakeholder & Vendor Management
Communicate effectively with business stakeholders and leadership
Participate in major incident bridges and provide clear updates
Managerial Skills:
Strong leadership, communication, and stakeholder management skills
Ability to manage multiple priorities in a fast-paced onsite environment
Key Words to search in Resume
EUC Lead, Workplace Lead, Desktop Support Lead