EUC Lead

Tech One IT; Nashville (TN); On-site; USD 110,000 - 160,000; Full time

Job summary

Tech One IT is seeking an experienced EUC Operations Manager to lead the onsite and offshore EUC teams across L2/L3 support. You will ensure SLA/KPI targets and customer satisfaction while acting as the primary onsite contact for EUC matters.

You will mentor engineers, oversee workload planning, and drive SOP/KB improvements, with collaboration across stakeholders and vendors to maintain smooth, secure operations.

Qualifications

• Experience leading onsite + offshore EUC teams and delivering cross-site support.
• Proven ability to meet SLA/KPI targets and customer expectations.
• Strong governance to minimize penalties and ensure compliant operations.

Responsibilities

• Lead onsite + Offshore EUC operations for L2/L3 support.
• Ensure SLA, KPI, and customer satisfaction targets are met.
• Maintain zero-penalty posture across operations.
• Be primary onsite contact for EUC matters and vendor coordination.
• Provide VIP and executive support as required.
• Mentor onsite/Offshore EUC engineers and analysts.
• Plan workloads, shifts, and prioritise tasks.
• Review and improve SOPs, KBs, and processes.
• Coordinate incident bridges and RCA activities.
• Manage stakeholder and vendor communications.
• Demonstrate strong leadership and multi-priority management.

Skills

EUC leadership

Windows OS

ITSM tools (ServiceNow)

SCCM

Intune

Active Directory

Group Policy

Offshore coordination

Stakeholder liaison

Growth expansion planning

Tools

ServiceNow

SCCM

Intune

VDI/Citrix/AVD

Active Directory

Job description

Contract

Must Have Skills:

• Strong experience in End User Computing environments
• Expert knowledge of Windows OS, hardware troubleshooting, and enterprise applications
• Hands-on experience with ITSM tools (ServiceNow)
• Strong hands-on experience in SCCM, Intune
• Solid understanding of Active Directory, Group Policy, and endpoint management
• Experience in leading the onsite + Offshore team and be a strong liaison between both parties to ensure there is seamless delivery of operations
• Be a functional and strategic SPOC to enable growth expansions across the geography

Operational Leadership

• Lead and oversee onsite +Offshore EUC support operations across L2/L3
• Ensure SLA, KPI, and customer satisfaction targets are consistently met
• To ensure there are Zero penalty moments maintained across
• Act as the primary onsite point of contact for EUC-related matters
• Provide VIP and executive support as required

Team Management

• Guide, mentor, and support onsite/Offshore EUC engineers/analysts
• Perform workload management, shift planning, and task prioritization
• Conduct knowledge sharing, training, and SOP adherence
• Drive performance improvement and ownership within the team

Technical Responsibilities

• Provide hands-on support for Windows 10/11, desktop/laptop hardware, patching and printer’ support
• Support Microsoft 365, collaboration tools, and enterprise applications
• Troubleshoot complex EUC issues and coordinate escalations with teams and vendors
• Support VDI/Citrix/AVD environments, OS upgrades, and hardware refresh programs
• Ensure compliance with security standards, patching, and endpoint protection

Process & Continuous Improvement

• Review and enhance SOPs, KBs, and operational processes
• Identify service improvement opportunities and risk areas and drive corrective actions
• Ensure accurate ticket documentation and reporting
• Participate in incident management, RCA, and problem management activities

Stakeholder & Vendor Management

• Communicate effectively with business stakeholders and leadership
• Participate in major incident bridges and provide clear updates

Managerial Skills:

• Strong leadership, communication, and stakeholder management skills
• Ability to manage multiple priorities in a fast-paced onsite environment