Job
Description
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 .
