EUC Operations Lead: Elevate End-User Experience & Delivery

Lenovo PCCW Solutions; Santo Niño 1st; On-site; PHP 1,500,000 - 2,500,000; Full time

Job summary

Lenovo PCCW Solutions is seeking an Operations Manager to lead EUC services across the client organization. You will oversee desk support, endpoint management, and user experience while guiding a team of desktop engineers to achieve SLA/XLA targets and drive continual service improvement.

The role requires a Bachelor's degree in IT or CS and 8–10 years in IT operations with at least 3 years in a managerial role, along with strong knowledge of Windows/MacOS, AD, Intune, O365, and related tools.

Qualifications

• Bachelor's degree in information technology or computer science or equivalent.
• 8–10 years in IT operations with 3+ years in leadership.

Responsibilities

• Lead a team of 20+ desktop engineers to resolve incidents, requests and problems.
• Provide EUC support ensuring high CSAT while meeting SLAs and XLAs.
• Oversee VIP support services provided by P1 engineers.
• Manage lifecycle of end-user endpoints including inventory, compliance, security and asset refresh.
• Set up meeting rooms and AV systems per user requests.
• Handle onboarding/offboarding and deployment of end-user devices.
• Plan EUC projects: hardware refresh, software/OS upgrades, modern tech and relocation.
• Manage external vendors for repair of devices.
• Monitor service performance: SLAs, KPIs, incident trends, CSAT.
• Drive continuous improvement for service quality and user experience.
• Demonstrate leadership and people-management.

Skills

End User Computing

Team leadership

Customer focus

Service delivery

Analytical thinking

Education

Bachelor's degree in IT or CS

Tools

ServiceNow

CMDB

Asset management tools

Job description

Lenovo PCCW Solutions is seeking an Operations Manager to lead EUC services across the client organization. You will oversee desk support, endpoint management, and user experience while guiding a team of desktop engineers to achieve SLA/XLA targets and drive continual service improvement.

The role requires a Bachelor's degree in IT or CS and 8–10 years in IT operations with at least 3 years in a managerial role, along with strong knowledge of Windows/MacOS, AD, Intune, O365, and related tools.