End User Computing (EUC) Lead

The Onsite End User Computing (EUC) Lead is responsible for leading onsite EUC operations, ensuring high-quality end-user support, SLA adherence, and operational excellence. This role combines hands-on technical expertise with team leadership, stakeholder management, and continuous service improvement to deliver a seamless end-user experience., Operational Leadership

· Lead and oversee EUC support operations (L2/L3)

· Ensure SLA, KPI, and customer satisfaction targets are consistently met

· 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 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,Active Directory 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

· Strong experience in End User Computing , Citrix, AVD, AD environments

· Expert knowledge of Windows OS, hardware troubleshooting, and enterprise applications

· Hands-on experience with ITSM tools (ServiceNow)

· Solid understanding of Active Directory, Group Policy,SCCM,Intune and endpoint management

· Strong leadership, communication, and stakeholder management skills

· Ability to manage multiple priorities in a fast-paced onsite environment

Preferred Skills

· Experience with Intune, SCCM, Adaptiva similar endpoint tools

· Exposure to Citrix / AVD / VDI technologies

· Knowledge of ITIL processes (Incident, Problem, Change)

· Experience in managed services or global support models, * High school or equivalent (Required), * End User Computing : 5 years (Required)

• ITSM tools (ServiceNow): 1 year (Required)
• Citrix, AVD, AD : 1 year (Preferred)