End User Computing (EUC) Lead

Key Responsibilities

• Lead and manage End User Computing operations, ensuring high availability and performance of end-user services.
• Manage L1/L2 desktop support teams and drive service excellence across multiple locations.
• Oversee incident, service request, problem, and change management processes in line with ITIL standards.
• Manage endpoint devices including desktops, laptops, mobile devices, and peripherals.
• Administer and support Microsoft 365 environment including Outlook, Teams, OneDrive, and Office applications.
• Manage endpoint management solutions such as Microsoft Intune, SCCM/MECM, Autopilot, and Group Policies.
• Drive OS deployment, patch management, software packaging, and asset lifecycle management.
• Monitor SLA/KPI adherence and implement continuous service improvement initiatives.
• Coordinate with infrastructure, network, security, and application teams for issue resolution.
• Lead user onboarding, offboarding, hardware refresh, and workplace modernization projects.
• Ensure endpoint security compliance, antivirus management, encryption, and vulnerability remediation.
• Manage vendor relationships, procurement activities, and support contracts.

Prepare dashboards, reports, and presentations for management review.