Onsite End User Computing (EUC) Lead

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, Reporting to the Manager, Business Solutions, the Sr Business Systems Analyst (BSA) will help build our Salesforce Lightning capabilities, bringing business and data solutions to s…

• 15 days ago +

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, Strong leadership, communication, and stakeholder management skills Ability to manage multiple priorities in a fast-paced onsite environment