EUC Operations Manager

LPS; Singapore; On-site; SGD 120,000 - 210,000; Full time

Job summary

LPS is seeking an experienced Operations Manager to lead EUC services across the client organization. You will oversee desktop support operations, endpoint management, and end-user experience while guiding a team of desktop engineers.

You will collaborate with the Service Delivery Manager, onsite engineers, Service Desk, and cross-functional teams to achieve SLA and XLA targets and drive continuous service improvement.

Qualifications

• Bachelor's degree in IT or computer science or equivalent.

Responsibilities

• Lead a team of 20+ desktop engineers delivering EUC services.
• Ensure EUC support meets SLAs and XLAs while maintaining high CSAT.
• Oversee asset inventory, device compliance, and lifecycle management of endpoints.
• Coordinate with SDM, onsite engineers, service desk, and cross-functional teams.
• Plan EUC projects, OS upgrades, hardware refreshes, and relocation of equipment.
• Manage external vendors for repair and maintenance of devices.
• Maintain EUC documentation and SOPs, ensuring IT policy compliance.
• Provide training and coaching to the EUC team to enhance skills.
• Plan manpower, scheduling, and shift coverage to meet demand.
• Adhere to ITIL practices for service management.

Skills

Team leadership

People management

Analytical thinking

Problem solving

Continuous improvement

Customer focus

IT service mindset

Education

Bachelor's degree in IT or Computer Science

Equivalent experience

Tools

Windows

MacOS

AD

Intune

O365

DEX

Email

Printing

Hardening

Imaging

Anti-Virus

VPN

ServiceNow

CMDB

Asset management

Job description

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.