EUC Desktop Lead

Job description

Must Have Technical/Functional Skills

• Team leadership experience, handling L1/L2 desktop support engineers.
• Ability to prioritize & manage EUC operations across multiple locations/users.
• Stakeholder management with business, IT leadership, vendors, and OEM partners.
• Process ownership for incident, request, and problem management within EUC.
• Experience driving service improvements, automation initiatives, and RCA preparation.
• Ability to handle escalations, perform SLA management, and drive customer satisfaction.

Documentation & reporting skills

• SOPs, dashboards, weekly/monthly performance reports.
• Strong expertise in End User Computing (EUC) technologies including Windows 10/11, MacOS, and standard desktop/laptop hardware.
• MacBook support for VIPs and non-VIP users
• Advanced troubleshooting skills across desktop, laptop, thin clients, VDI, mobility devices, and peripheral equipment.
• Hands on experience with ITSM tools (ServiceNow, Remedy, or similar) for incident, service request, CMDB

Proficiency in Active Directory (AD)

• User administration
• Experience with O365/M365 suite, including Outlook, Teams, OneDrive, SharePoint support.

Strong knowledge of SCCM/Intune (Microsoft Endpoint Configuration Manager)

• Image deployment
• Patch management

Network basics

• TCP/IP, DNS, DHCP, VPN troubleshooting.

Security & Compliance understanding

• endpoint security, DLP, encryption tools, antivirus management.

Knowledge of IT hardware lifecycle management

• asset tracking, refresh planning.

Roles & Responsibilities

• Lead and manage daily EUC/Desktop support operations across all user locations.
• Ensure timely resolution of incidents, service requests, and escalations within defined SLAs.
• Oversee L1/L2 teams in providing remote and onsite technical support.
• Conduct root cause analysis (RCA) for repeated issues and ensure permanent fixes.
• Supervise and mentor desktop support engineers, providing guidance and technical direction.
• Allocate workload, manage shift schedules, and ensure adequate coverage during business hours.
• VIP users support
• Drive team performance through KPIs, SLAs, and quality checks.
• Conduct periodic training to kee p the team updated on new tools and technologies.
• Manage and optimize the deployment, patching, and compliance of endpoints via SCCM/Intune.
• Ensure smooth operation of desktop hardware, printers, scanners, mobility devices, and peripherals.
• Oversee antivirus, encryption, and endpoint security tools to maintain compliance.
• Ensure desktop OS images, application packages, and updates are maintained and deployed effectively.
• Work closely with IT leadership, business users, and functional stakeholders to understand requirements.
• Coordinate with OEMs/vendors for hardware procurement, AMC, warranty claims, repairs, and escalations.
• Participate in customer review meetings and provide insights on service performance.
• Provide weekly/monthly reports, dashboards, and service improvement suggestions.
• Ensure strict adherence to incident, problem, change, and asset management processes.
• Prepare and maintain SOPs, knowledge base articles, and process documentation.
• Participate in CAB meetings when EUC-related changes are proposed.
• Ensure all endpoints comply with security policies, patching standards, and audit requirements.
• Coordinate with Security, Network, and Cloud teams for cross functional improvements.
• Address vulnerabilities highlighted by security tools and ensure timely remediation.

Salary Range

$80,000- $90,000 a year TCS Employee Benefits Summary: Discretionary Annual Incentive.

Comprehensive Medical Coverage

Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support

Maternal & Parental Leaves.

Insurance Options

Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth

Commuter Benefits & Certification & amp; Training Reimbursement.

Time Off

Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance

Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. #LI-SP1 </div

Qualifications

BACHELOR OF COMPUTER SCIENCE