EUC Lead

Tata Consultancy Services; Nashville (TN); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

Family Support Leave

401K Plan

Performance Bonus

Job summary

A leading IT services firm in Nashville, TN is seeking an experienced EUC Manager to lead onsite support operations, ensuring customer satisfaction and meeting SLA targets. Responsibilities include hands-on support for Windows environments, managing a team, and driving continual improvement of operational processes. Ideal candidate will have strong experience in End User Computing, ITSM tools, and team management. Compensation includes a competitive salary along with comprehensive benefits.

Qualifications

• Strong experience in End User Computing environments.
• Expert knowledge of Windows OS and hardware troubleshooting.
• Hands-on experience with ITSM tools.

Responsibilities

• Lead onsite EUC support operations and ensure targets are met.
• Provide hands-on support for desktop/laptop hardware.
• Review and enhance operational processes for improvement.

Skills

End User Computing environments

Windows OS troubleshooting

ITSM tools (ServiceNow)

SCCM

Intune

Active Directory

Endpoint management

Tools

Windows 10/11

Microsoft 365

VDI/Citrix/AVD

Job description

Nashville, TN | 7 - 15 years of experience

Job Description

Must Have Technical/Functional 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 team

Operational Leadership

• Lead and oversee onsite EUC support operations (L2/L3)
• Ensure SLA, KPI, and customer satisfaction targets are consistently met
• 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 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’s 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
• Communicate effectively with business stakeholders and leadership
• Participate in major incident bridges and provide clear updates

Base Salary Range: $60,000 - $80,000 per annum

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 & Training Reimbursement
• Time Off: Vacation, Time Off, Sick Leave & Holidays
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing