End User Computing Team Lead

TCS Hiring!!!

Role & responsibilities

• Own end-to-end EUC tower service delivery and ensure compliance with contractual scope, SLAs, KPIs, OLAs, security standards, and governance requirements.
• Act as the primary customer-facing owner for EUC services, escalations, service reviews, risks, improvement plans, and transformation initiatives.
• Lead geographically distributed L1, L2, L3, onsite-support, engineering, and SME teams.
• Ensure service continuity, operational stability, user experience, security compliance, and timely resolution of major incidents.
• Own tower-level capacity, resource, financial, vendor, risk, and performance management.
• Drive automation, standardisation, shift-left, self-service, proactive support, and cost-optimisation initiatives.
• Manage the transition and transformation roadmap for modern workplace services.
• Ensure clear accountability across internal teams, customer teams, OEMs, telecom providers, leasing partners, software vendors, and other service providers.
• Provide executive-level reporting and recommendations to customer and internal leadership.

These expectations reflect current EUC leadership roles that combine global customer management, SLA governance, team leadership, reporting, financial control, projects, and oversight of Microsoft 365, SCCM/Intune, VDI, application packaging, OS build, and software distribution.

Scope of Services

The Tower Lead should be capable of governing the following service areas:

• Windows endpoint management and lifecycle services
• Microsoft Intune and Configuration Manager/SCCM
• Windows Autopilot and modern device provisioning
• Windows 11 servicing, patching, feature updates, and security baselines
• Application packaging and software distribution
• Microsoft 365 services, including Teams, Exchange Online, SharePoint Online, and OneDrive
• Mobile device management and mobile application management
• Microsoft Entra ID integration and Conditional Access dependencies
• Endpoint security, encryption, compliance, vulnerability remediation, and DLP coordination
• Physical and virtual desktop services, including VDI, Azure Virtual Desktop, and Windows 365 where applicable
• Hardware procurement, leasing, asset management, CMDB accuracy, refresh, and secure disposal
• Printing and peripheral services
• VIP and executive support
• Onsite and remote workplace support
• EUC software asset and licence management
• Vendor and third-party service coordination
• Backup and restoration services for Microsoft 365 where applicable
• Major incident, problem, change, release, request, and knowledge management