[LPS] EUC Operations Manager

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

We are seeking 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:

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.

Monitor and report on service performance (SLAs, KPIs, incident trends and CSAT).

Drive continuous improvement initiatives for service quality and user experience.

About you:

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.

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