Description and Requirements

JD for EUC Operations Manager

About the job

We are seeking for a customer-focused, and experienced Operations Manager to lead the delivery of End User Computing (EUC) services across our client organization. In this role, you will oversee desktop support operations, endpoint management, and end-user experience while leading a team of desktop engineers. You will collaborate closely with the Service Delivery Manager (SDM), Onsite engineers, Service Desk, and cross-functional teams to deliver operational excellence, achieve SLA and XLA targets, and drive continuous service improvement.

Key Responsibilities:

Service Operations

Lead a team of 20+ desktop engineers ensuring timely resolution of incidents, requests, and problem tickets.
Provide timely and effective EUC support to end users, ensuring high levels of customer satisfaction (CSAT) while meeting agreed SLAs and XLAs.
Manage and oversee the VIP support services provided by the P1 support engineers.
Manage the lifecycle of all end-user endpoints, ensuring accurate asset inventory, device compliance, endpoint security, and refresh or disposal of IT assets including laptops, desktops, mobile devices, and peripherals.
Ensure timely setup of meeting rooms, AV systems by engineers, as per user requests.
Manage onboarding and offboarding activities for end users and deployment of end user devices to ensure the best employee level experience (XLA).
Plan and execute EUC projects, including technical refresh of EUC hardware, software upgrades, OS (Windows, MacOS) upgrades, modern technology implementations, and relocation of EUC equipment.
Manage external vendors for repair of faulty end user computing devices and peripherals.
Maintain all EUC support documentation and ensure SOP are keep up to date.
Ensure compliance with IT policies, procedures, and agency compliance requirements.
Provide training and coaching to the EUC support team to enhance their technical skills and knowledge.
Plan manpower, engineer scheduling, resource allocation, and shift coverage to meet business and operational requirements.
Adhere to ITIL best practices for IT service management, ensuring consistent and efficient service delivery.

Performance & Reporting

Monitor and report on service performance (SLAs, KPIs, incident trends and CSAT).
Drive continuous improvement initiatives for service quality and user experience.
Manage escalations and problem resolution.

Requirements

Bachelor's degree in information technology or computer science or equivalent.
Minimum 8 to 10 years of experience in IT operations of end-user computing support environments, with at least 3 years as a team lead or managerial role.
Strong knowledge of Windows, MacOS, AD, Intune, O365, DEX, Email, Printing, Hardening, Imaging, Anti-Virus, VPN.
Familiarity with ServiceNow ticketing system, CMDB, Asset management.
Experience managing vendors and third-party service providers.
Demonstrated people-management and leadership experience.
Strong operational and service-delivery mindset.
Analytical and problem-solving skills.
Continuous improvement and customer-focused approach.
ITIL certification, Microsoft certifications.

[LPS] EUC Operations Manager