EUC Lead

EUC Lead

Location:

Nashville, TN

Duration:
Full Time

Job Description:

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 (Service Now)

Strong hands-on experience in SCCM, Intune

Solid understanding of Active Directory, Group Policy, and endpoint management

Experience in leading the team

Roles & Responsibilities

Operational Leadership

Lead and oversee onsite 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, 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