EUC Desktop Lead

Must Have Technical/Functional Skills

 Team leadership experience, handling L1/L2 desktop support engineers. 

 Ability to prioritize & manage EUC operations across multiple locations/users. 

 Stakeholder management with business, IT leadership, vendors, and OEM partners. 

 Process ownership for incident, request, and problem management within EUC. 

 Experience driving service improvements, automation initiatives, and RCA preparation. 

 Ability to handle escalations, perform SLA management, and drive customer satisfaction. 

 Documentation & reporting skills: SOPs, dashboards, weekly/monthly performance reports.

 Strong expertise in End User Computing (EUC) technologies including Windows 10/11, MacOS, and standard desktop/laptop hardware. 

 MacBook support for VIPs and non-VIP users

 Advanced troubleshooting skills across desktop, laptop, thin clients, VDI, mobility devices, and peripheral equipment. 

 Hands on experience with ITSM tools (ServiceNow, Remedy, or similar) for incident, service request, CMDB

 Proficiency in Active Directory (AD): User administration 

 Experience with O365/M365 suite, including Outlook, Teams, OneDrive, SharePoint support. 

 Strong knowledge of SCCM/Intune (Microsoft Endpoint Configuration Manager): 

 Image deployment

 Patch management

 Network basics: TCP/IP, DNS, DHCP, VPN troubleshooting. 

 Security & Compliance understanding: endpoint security, DLP, encryption tools, antivirus management. 

 Knowledge of IT hardware lifecycle management: asset tracking, refresh planning.

 

Roles & Responsibilities

 Lead and manage daily EUC/Desktop support operations across all user locations. 

 Ensure timely resolution of incidents, service requests, and escalations within defined SLAs. 

 Oversee L1/L2 teams in providing remote and onsite technical support. 

 Conduct root cause analysis (RCA) for repeated issues and ensure permanent fixes.

 Supervise and mentor desktop support engineers, providing guidance and technical direction. 

 Allocate workload, manage shift schedules, and ensure adequate coverage during business hours. 

 VIP users support

 Drive team performance through KPIs, SLAs, and quality checks. 

 Conduct periodic training to kee p the team updated on new tools and technologies.

 Manage and optimize the deployment, patching, and compliance of endpoints via SCCM/Intune. 

 Ensure smooth operation of desktop hardware, printers, scanners, mobility devices, and peripherals. 

 Oversee antivirus, encryption, and endpoint security tools to maintain compliance. 

 Ensure desktop OS images, application packages, and updates are maintained and deployed effectively.

 Work closely with IT leadership, business users, and functional stakeholders to understand requirements. 

 Coordinate with OEMs/vendors for hardware procurement, AMC, warranty claims, repairs, and escalations. 

 Participate in customer review meetings and provide insights on service performance. 

 Provide weekly/monthly reports, dashboards, and service improvement suggestions.

 Ensure strict adherence to incident, problem, change, and asset management processes. 

 Prepare and maintain SOPs, knowledge base articles, and process documentation. 

 Participate in CAB meetings when EUC-related changes are proposed.

 Ensure all endpoints comply with security policies, patching standards, and audit requirements. 

 Coordinate with Security, Network, and Cloud teams for cross functional improvements. 

 Address vulnerabilities highlighted by security tools and ensure timely remediation.