EUC Desktop Lead

Tata Consultancy Services; Carlsbad (CA); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Medical Coverage with Dental & Vision

401K Plan with matching

Certification and Training Reimburse-

Job summary

Tata Consultancy Services seeks a seasoned EUC/Desktop Operations lead to oversee daily L1/L2 support across all user locations in the United States. You will drive incident and service request resolution within SLAs, mentor teams, and coordinate with IT leadership and vendors to deliver reliable desktop services.

Strong expertise in SCCM/Intune, AD, O365/M365, Windows/MacOS, and ITSM tools is required. The role emphasizes KPI-driven performance, security compliance, and continuous improvement.

Qualifications

• Bachelor's degree in Computer Science or equivalent.
• Extensive experience leading L1/L2 EUC/Desktop support teams.
• Proven ability to manage incidents, requests, and problems with SLA adherence.

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 providing remote and onsite support.
• Perform RCA for repeated issues and implement permanent fixes.
• Mentor desktop support engineers and manage workload and shifts.

Skills

Leadership

EUC/VDI

L1/L2 desktop support

SLA management

Automation

Root cause analysis

KPIs & dashboards

VIP support

Vendor coordination

O365/M365 support

Active Directory

SCCM/Intune

Windows/MacOS support

ITSM tools

Education

Bachelor of Computer Science

Tools

ServiceNow

Remedy

SCCM/Intune

Active Directory

Job description

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.

Salary Range

$80,000- $90,000 a year

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification and Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications

BACHELOR OF COMPUTER SCIENCE