EUC Operations Leader — Onsite & Offshore

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

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.