About the Role
We are looking for an experienced End User Computing (EUC) Operations Lead to manage and oversee the delivery of end-user IT services. This role will ensure that desktops, laptops, mobile devices, collaboration tools, and productivity applications are reliable, secure, and effectively support the business. The EUC Operations Lead will manage the day-to-day operations team, drive service improvements, and contribute to IT transformation initiatives.
Key Responsibilities
- Lead and manage the EUC support team (desktop engineers, service desk analysts, field engineers).
- Oversee end-user device lifecycle management (procurement, deployment, patching, upgrades, retirement).
- Ensure service requests and incidents are resolved within defined SLAs.
- Manage and optimize tools such as Microsoft Intune, SCCM, Active Directory, O365, and endpoint protection solutions.
- Implement ITIL-based processes for incident, change, and problem management.
- Ensure compliance with security baselines, patch management, and data protection policies.
- Partner with cybersecurity teams to mitigate and respond to endpoint-related security incidents.
- Track KPIs, generate reports, and drive continuous service improvements.
- Evaluate and implement new EUC technologies (Windows 11 migration, VDI, MDM, collaboration tools).
- Manage vendor relationships and contracts related to EUC services and hardware.
Requirements
- 8+ years of IT experience with at least 3+ years in EUC leadership/operations.
- Strong expertise in Windows/Mac OS, Active Directory, Intune/MDM, SCCM, O365, endpoint security, and collaboration tools.
- Hands-on experience with patch management, imaging, software packaging, and deployment.
- Knowledge of ITIL frameworks and service delivery management.
- Proven leadership and team management experience.
- Excellent problem-solving, communication, and stakeholder management skills.
- Preferred: Experience with VDI (Citrix/VMware), ServiceNow, and cloud-based EUC solutions.
