[LPS] EUC Operations Manager

Lenovo PCCW Solutions; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

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

You will collaborate with the Service Delivery Manager, onsite engineers, and the Service Desk to deliver operational excellence, meet SLAs and XLAs, and drive continuous service improvement, asset inventory, security, and refresh of EUC devices.

Qualifications

• Bachelor's degree in IT or Computer Science or equivalent.
• 8–10 years in IT operations, with 3+ years in a lead/managerial role.
• Strong knowledge of Windows, MacOS, AD, Intune, O365, and security basics.

Responsibilities

• Lead a team of 20+ desktop engineers, ensuring incidents, requests, and problems are resolved promptly.
• Oversee desktop support, endpoint management, and end-user experience to meet SLAs and XLAs.
• Collaborate with SDM, onsite engineers, and Service Desk to drive continuous improvement and governance.

Skills

EUC Operations

Team Leadership

Incident Management

SLA/CSAT

Continuous Improvement

Education

Bachelor's degree in IT or Computer Science

ITIL certification

Tools

ServiceNow

CMDB

Asset Management

Job description

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

Description and Requirements

JD for EUC Operations Manager

About the job

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.

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.