End User Computing Team Lead

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Technical Remote, Remote, US

Salary: $80,000.00 Annually

Job Title:

End User Computing Team Lead

Department:
Managed IT

Job Type: Full Time

Job Classification:
Exempt, salary

Work Location:

Remote

Reports to:

Service Delivery Manager

Focus is a leading healthcare IT company dedicated to providing a comprehensive technology platform tailored to meet the needs of healthcare practices. We integrate fragmented technologies into a seamless, intuitive technology ecosystem to enhance clinical and operational efficiency.

We foster a collaborative, inclusive work culture, and our organization is experiencing rapid growth. We’re looking for candidates eager to grow with us. As a fully remote company, we offer flexibility and work-life balance while maintaining a strong sense of teamwork and connection.

The EUC Team Lead combines team leadership with hands-on technical support to ensure consistently high-quality service. This role manages staffing, scheduling, coaching, queue operations, and performance to meet SLA targets while resolving escalations, removing obstacles, and helping the team succeed.

The EUC Team Lead develops team members, serves as the primary escalation point for complex technical issues, and improves processes, documentation, and service delivery. Reporting to the EUC Service Delivery Manager, this role supports organizational success by ensuring consistently excellent EUC service.

• Direct the day-to-day efforts of EUC team members in achieving strategic and operational objectives, SLA targets, and customer satisfaction goals.
• Develop, coach, and evaluate team members to ensure efficient, high-quality EUC delivery; provide coaching summaries and corrective actions with guidance from the EUC Service Delivery Manager.
• Manage team scheduling with emphasis on coverage, adherence, and future planning; arrange shift coverage as necessary for after-hours or unexpected absences.
• Conduct regular QA auditing and one-on-one sessions with assigned team members to reinforce performance standards.
• Train team members on customer accounts, environments, tools, and evolving technologies on a continuous basis.
• Identify gaps in procedures; develop and maintain standard operating procedures and knowledge base articles for common EUC scenarios.
• Analyze incident and request trends to identify process improvement opportunities, shift-left candidates, and incident reduction strategies.
• Monitor the ticket queue for correct assignment, aging, and timely updates; apply analytics to surface recurring productivity or customer satisfaction concerns.
• Collaborate with other service areas and leadership to propose and implement tool, process, and service improvements.
• Attend and participate in internal and customer-facing meetings; complete associated action items by deadlines.
• Support new customer go-live and unwind activities; oversee completion of team assigned tasks by deadlines.
• Create recurring and ad-hoc operational reports as required.
• Anticipate operational and implementation challenges; develop and implement preventive measures.

• Provide remote EUC support as needed to support team coverage, address urgent needs, or ensure a positive end-user experience.
• Serve as a technical escalation resource for Level 1 Service Desk and EUC team members, helping guide complex troubleshooting and client communication when additional support is needed.
• Oversee Request, Incident, Change, and Problem Management activity within SLA expectations,…