Onsite End User Computing (EUC) Lead

Job description

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

Roles & Responsibilities

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

Managerial Skills

Strong leadership, communication, and stakeholder management skills

Ability to manage multiple priorities in a fast-paced onsite environment

Key Words to search in Resume

EUC Lead, Workplace Lead, Desktop Support Lead