Onsite End User Computing (EUC) Lead

VOLTO Consulting; Nashville (TN); Presencial; USD 110 000 - 140 000; Tempo integral

Resumo da oferta

VOLTO Consulting seeks an Onsite End User Computing (EUC) Lead to oversee EUC operations across on-site and offshore teams, focusing on Windows OS, SCCM, Intune, AD, and ServiceNow. You will drive incident resolution, governance, and continuous improvement with a client-facing approach.

Responsibilities include leading L2/L3 EUC support, maintaining SLAs, mentoring engineers, and coordinating with vendors for secure, smooth desktop and enterprise app delivery.

Qualificações

• 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 leading onsite and offshore EUC teams and liaising between parties.

Responsabilidades

• Lead onsite + offshore EUC support ops across L2/L3.
• Ensure SLA, KPI, and customer satisfaction targets are met.
• Maintain zero penalty moments across operations.
• Act as primary onsite contact for EUC matters.
• Provide VIP and executive support as required.
• Guide and mentor onsite/offshore EUC engineers/analysts.
• Perform workload management, shift planning, and prioritization.
• Conduct knowledge sharing, training, and SOP adherence.
• Drive performance improvements and ownership within the team.
• Provide hands-on support for Windows 10/11, hardware, patching, and printers.
• Support Microsoft 365, collaboration tools, and enterprise apps.
• Troubleshoot complex EUC issues and coordinate escalations.
• Support VDI/Citrix/AVD environments, OS upgrades, and hardware refreshes.
• Ensure security patching and endpoint protection compliance.
• Review and improve SOPs, KBs, and processes.
• Identify service improvements and risk areas and drive corrective actions.

Conhecimentos

End User Computing

Windows OS

Hardware troubleshooting

Enterprise applications

ITSM tools

SCCM

Intune

Active Directory

Group Policy

Liaison between onsite and offshore

Ferramentas

ServiceNow

SCCM

Intune

Active Directory

Group Policy

Descrição da oferta de emprego

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