Onsite End User Computing; EUC) Lead

Role:

Job Title:

Onsite End User Computing (EUC) Lead

• 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 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

• 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

• 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

• 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

• Review and enhance SOPs, KBs, and operational processes
• Identify service improvement opportunities and risk areas and drive corrective actions