End User Computing (EUC) Lead

We are looking for an experienced End User Computing (EUC) Lead to manage desktop support operations, oversee a team of engineers, and ensure seamless IT service delivery. The ideal candidate should have strong technical expertise in Windows administration, Active Directory, Microsoft 365, ITIL processes, and vendor management. This role requires excellent customer handling skills, including VIP user support, as well as expertise in incident management, SLA adherence, and reporting.

Key Responsibilities:

• Lead and manage a team of desktop support engineers, ensuring high-quality service delivery.
• Act as the primary point of contact for VIP and non-VIP users, ensuring exceptional support at all levels.
• Monitor and manage IT service requests, incidents, and escalations while ensuring SLA compliance.
• Prepare and present weekly, monthly, and ad-hoc reports to clients and stakeholders.
• Oversee Windows OS administration (Windows 7, Windows 10) and basic Windows Server administration (2012 & 2016).
• Handle Active Directory, Group Policies, Microsoft 365, and Citrix configurations and troubleshooting.
• Perform OS installation, imaging, security patching, and maintenance for end-user devices.
• Troubleshoot and resolve printer-related issues, including installations of Lexmark, Canon, HP, Zebra, etc.
• Manage and maintain end-user and network hardware, peripherals, printers, and presentation equipment.
• Oversee asset and inventory management, ensuring proper tracking of IT resources.
• Collaborate with vendors for hardware/software procurement, support, and maintenance.
• Ensure compliance with ITIL processes and best practices, enhancing service delivery standards.
• Drive continuous improvement initiatives to optimize end-user support operations.

Technical Expertise:

• End User Computing & Desktop Support (L2 level)
• Windows OS Administration: Windows 7, Windows 10
• Active Directory & Group Policy Management
• Microsoft 365, Office Suite, Citrix, and Skype for Business
• Basic Windows Server Administration (2012 & 2016)
• OS Imaging, Security Patching & Maintenance
• Printer Setup & Troubleshooting (Lexmark, Canon, HP, Zebra, etc.)
• Asset & Inventory Management
• Incident Management, SLA Management & Reporting
• Vendor & Stakeholder Management

Preferred Skills:

• Strong customer service orientation with the ability to handle VIP user support.
• Excellent written and verbal communication skills.
• ITIL Foundation Certification with expertise in ITIL processes.
• Strong problem-solving and decision-making abilities.
• Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Prior experience in IT operations, project coordination, and client management.

This role is ideal for candidates with hands-on technical expertise, leadership abilities, and a proactive approach to IT service management.