Onsite End User Computing (EUC) Lead

Volto USA; Nashville (TN); On-site; USD 120,000 - 160,000; Full time

Job summary

Volto USA seeks an Onsite End User Computing (EUC) Lead to drive EUC operations across onsite and offshore teams. The role requires deep expertise in Windows OS, hardware, and enterprise applications, with hands-on experience in ITSM (ServiceNow) and endpoint management.

The candidate will manage L2/L3 EUC support, ensure SLA/KPI attainment, and serve as the primary onsite contact for EUC matters, including VIP/executive support. Leadership and strong stakeholder communication are essential.

Qualifications

• Strong experience in End User Computing environments.
• Expert knowledge of Windows OS, hardware troubleshooting, and enterprise applications.
• Hands-on experience with ITSM tools such as ServiceNow.
• Hands-on experience with SCCM and Intune.
• Solid understanding of Active Directory, Group Policy, and endpoint management.
• Experience leading onsite + Offshore EUC teams and acting as a liaison for seamless delivery.

Responsibilities

• Lead and oversee onsite + Offshore EUC support operations across L2/L3.
• Ensure SLA, KPI, and customer satisfaction targets are met.
• Be the primary onsite point of contact for EUC-related matters.
• Provide VIP and executive support as required.
• Guide, mentor, and support onsite/Offshore EUC engineers/analysts.
• Coordinate escalations with teams and vendors.

Skills

End User Computing

Windows OS

ITSM (ServiceNow)

SCCM

Intune

Active Directory

Group Policy

Endpoint management

onsite + Offshore leadership

SPOC

Tools

ServiceNow

SCCM

Intune

VDI/Citrix/AVD

Job description

Role: Job Title: Onsite End User Computing (EUC) Lead

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 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

Roles & Responsibilities

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'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

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

Key Words to search in Resume

EUC Lead, Workplace Lead, Desktop Support Lead