EUC Desktop Lead

Must Have Technical/Functional Skill

• Team leadership experience, handling L1/L2 desktop support engineers.
• Ability to prioritize & manage EUC operations across multiple locations/users.
• Stakeholder management with business, IT leadership, vendors, and OEM partners.
• Process ownership for incident, request, and problem management within EUC.
• Experience driving service improvements, automation initiatives, and RCA preparation.
• Ability to handle escalations, perform SLA management, and drive customer satisfaction.
• Documentation & reporting skills: SOPs, dashboards, weekly/monthly performance reports.
• Strong expertise in End User Computing (EUC) technologies including Windows 10/11, MacOS, and standard desktop/laptop hardware.
• Mac Book support for VIPs and non-VIP users.
• Advanced troubleshooting skills across desktop, laptop, thin clients, VDI, mobility devices, and peripheral equipment.
• Hands-on experience with ITSM tools (Service Now, Remedy, or similar) for incident, service request, CMDB.
• Proficiency in Active Directory (AD):
  User administration.
• Experience with O365/M365 suite, including Outlook, Teams, One Drive, SharePoint support.
• Strong knowledge of SCCM/Intune (Microsoft Endpoint Configuration Manager):
• Image deployment.
• Patch management.
• Network basics: TCP/IP, DNS, DHCP, VPN troubleshooting.
• Security & Compliance understanding: endpoint security, DLP, encryption tools, antivirus management.
• Knowledge of IT hardware lifecycle management: asset tracking, refresh planning.

• Lead and manage daily EUC/Desktop support operations across all user locations.
• Ensure timely resolution of incidents, service requests, and escalations within defined SLAs.
• Oversee L1/L2 teams in providing remote and onsite technical support.
• Conduct root cause analysis (RCA) for repeated issues and ensure permanent fixes.
• Supervise and mentor desktop support engineers, providing guidance and technical direction.
• Allocate workload, manage shift schedules, and ensure adequate coverage during business hours.
• VIP users support.
• Drive team performance through KPIs, SLAs, and quality checks.
• Conduct periodic training to keep the team updated on new tools and technologies.
• Manage and optimize the deployment, patching, and compliance of endpoints via SCCM/Intune.
• Ensure smooth operation of desktop hardware, printers, scanners, mobility devices, and peripherals.
• Oversee antivirus, encryption, and endpoint security tools to maintain compliance.
• Ensure desktop OS images, application packages, and updates are maintained and deployed effectively.
• Work closely with IT leadership, business users, and functional stakeholders to understand requirements.
• Coordinate with OEMs/vendors for hardware procurement, AMC, warranty claims, repairs, and escalations.
• Participate in customer review meetings and provide insights on service performance.
• Provide weekly/monthly reports, dashboards, and service improvement suggestions.
• Ensure strict adherence to incident, problem, change, and asset management processes.
• Prepare and maintain SOPs, knowledge base articles, and process documentation.
• Participate in CAB meetings when EUC-related changes are proposed.
• Ensure all endpoints comply with security policies, patching standards, and audit requirements.
• Coordinate with Security, Network, and Cloud teams for cross‑functional improvements.
• Address vulnerabilities highlighted by security tools and ensure timely remediation.

$80,000-$90,000 Per year

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Maternal & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

BACHELOR OF COMPUTER SCIENCE