Tower Lead (Support & Operations)

The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes.

• Workplace Engineering: End-user devices, OS lifecycle, Intune/Endpoint Management, VDI, application packaging, patching, security baselines, zero trust support
• Unified Messaging & Collaboration: Exchange Online, Outlook, M365 core services, SharePoint, OneDrive, Teams collaboration
• Unified Communications: Teams Voice, Direct Routing, Operator Connect, Audio/Video, conferencing, call quality, SBCs, telephony integrations

• Own BAU operations across EUC towers ensuring SLA/SLO compliance
• Drive ITIL processes – Incident, Problem, Change, Major Incident, Service Request
• Ensure platform stability, performance, availability, and security
• Lead Major Incident Management and RCA with preventive actions
• Ensure CMDB accuracy and operational readiness
• Manage vendors and OEM partners with performance reviews

• Act as single point of contact for EUC services for client and internal leadership
• Lead weekly/monthly service reviews, QBRs, and governance forums
• Provide data-driven reporting – SLA, CSAT, MTTR, availability, risk
• Proactively manage risks, dependencies, and escalations

• Build trusted advisor relationship with client stakeholders
• Translate business expectations into service outcomes
• Support account growth through service excellence, innovation, and value creation
• Participate in audits, compliance reviews, and contract adherence

• Lead multi-tier L1/L2/L3 EUC teams
• Resource planning, onboarding, skill assessments, and succession planning
• Drive upskilling, cross-skilling, and certification plans
• Performance management, mentoring, and engagement

• Identify automation opportunities across EUC operations (Power Platform, scripts, AI/GenAI)
• Drive shift-left, self-service, and proactive monitoring
• Reduce manual effort and improve end-user experience through automation

• Drive license optimization, vendor cost control, and demand management
• Improve resource productivity and operational efficiency
• Support budget planning and forecast accuracy

• Ensure alignment with InfoSec, compliance, and regulatory requirements
• Support security incidents, audits, and vulnerability remediation
• Enforce standardization and security baselines

• 12–15+ years in EUC / Digital Workplace operations
• Strong hands-on and governance experience with AD, Messaging-collab, Devic Mangemnet, Virtualization, and UC
• Proven experience in client-facing service delivery roles
• Strong leadership, communication, and stakeholder management skills
• ITIL, M365, Intune, Citrix or Cloud SAAS certifications preferred

• SLA adherence and service stability
• Client satisfaction and stakeholder trust
• Reduction in incidents and manual effort through automation
• Cost efficiency and productivity improvement
• Team capability maturity and retention

The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes.

• Workplace Engineering: End-user devices, OS lifecycle, Intune/Endpoint Management, VDI, application packaging, patching, security baselines, zero trust support
• Unified Messaging & Collaboration: Exchange Online, Outlook, M365 core services, SharePoint, OneDrive, Teams collaboration
• Unified Communications: Teams Voice, Direct Routing, Operator Connect, Audio/Video, conferencing, call quality, SBCs, telephony integrations

• Own BAU operations across EUC towers ensuring SLA/SLO compliance
• Drive ITIL processes – Incident, Problem, Change, Major Incident, Service Request
• Ensure platform stability, performance, availability, and security
• Lead Major Incident Management and RCA with preventive actions
• Ensure CMDB accuracy and operational readiness
• Manage vendors and OEM partners with performance reviews

• Act as single point of contact for EUC services for client and internal leadership
• Lead weekly/monthly service reviews, QBRs, and governance forums
• Provide data-driven reporting – SLA, CSAT, MTTR, availability, risk
• Proactively manage risks, dependencies, and escalations

• Build trusted advisor relationship with client stakeholders
• Translate business expectations into service outcomes
• Support account growth through service excellence, innovation, and value creation
• Participate in audits, compliance reviews, and contract adherence

• Lead multi-tier L1/L2/L3 EUC teams
• Resource planning, onboarding, skill assessments, and succession planning
• Drive upskilling, cross-skilling, and certification plans
• Performance management, mentoring, and engagement

• Identify automation opportunities across EUC operations (Power Platform, scripts, AI/GenAI)
• Drive shift-left, self-service, and proactive monitoring
• Reduce manual effort and improve end-user experience through automation

• Drive license optimization, vendor cost control, and demand management
• Improve resource productivity and operational efficiency
• Support budget planning and forecast accuracy

• Ensure alignment with InfoSec, compliance, and regulatory requirements
• Support security incidents, audits, and vulnerability remediation
• Enforce standardization and security baselines

• 12–15+ years in EUC / Digital Workplace operations
• Strong hands-on and governance experience with AD, Messaging-collab, Devic Mangemnet, Virtualization, and UC
• Proven experience in client-facing service delivery roles
• Strong leadership, communication, and stakeholder management skills
• ITIL, M365, Intune, Citrix or Cloud SAAS certifications preferred

• SLA adherence and service stability
• Client satisfaction and stakeholder trust
• Reduction in incidents and manual effort through automation
• Cost efficiency and productivity improvement
• Team capability maturity and retention

The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes.

• Workplace Engineering: End-user devices, OS lifecycle, Intune/Endpoint Management, VDI, application packaging, patching, security baselines, zero trust support
• Unified Messaging & Collaboration: Exchange Online, Outlook, M365 core services, SharePoint, OneDrive, Teams collaboration
• Unified Communications: Teams Voice, Direct Routing, Operator Connect, Audio/Video, conferencing, call quality, SBCs, telephony integrations

• Own BAU operations across EUC towers ensuring SLA/SLO compliance
• Drive ITIL processes – Incident, Problem, Change, Major Incident, Service Request
• Ensure platform stability, performance, availability, and security
• Lead Major Incident Management and RCA with preventive actions
• Ensure CMDB accuracy and operational readiness
• Manage vendors and OEM partners with performance reviews

• Act as single point of contact for EUC services for client and internal leadership
• Lead weekly/monthly service reviews, QBRs, and governance forums
• Provide data-driven reporting – SLA, CSAT, MTTR, availability, risk
• Proactively manage risks, dependencies, and escalations

• Build trusted advisor relationship with client stakeholders
• Translate business expectations into service outcomes
• Support account growth through service excellence, innovation, and value creation
• Participate in audits, compliance reviews, and contract adherence

• Lead multi-tier L1/L2/L3 EUC teams
• Resource planning, onboarding, skill assessments, and succession planning
• Drive upskilling, cross-skilling, and certification plans
• Performance management, mentoring, and engagement

• Identify automation opportunities across EUC operations (Power Platform, scripts, AI/GenAI)
• Drive shift-left, self-service, and proactive monitoring
• Reduce manual effort and improve end-user experience through automation

• Drive license optimization, vendor cost control, and demand management
• Improve resource productivity and operational efficiency
• Support budget planning and forecast accuracy

• Ensure alignment with InfoSec, compliance, and regulatory requirements
• Support security incidents, audits, and vulnerability remediation
• Enforce standardization and security baselines

• 12–15+ years in EUC / Digital Workplace operations
• Strong hands-on and governance experience with AD, Messaging-collab, Devic Mangemnet, Virtualization, and UC
• Proven experience in client-facing service delivery roles
• Strong leadership, communication, and stakeholder management skills
• ITIL, M365, Intune, Citrix or Cloud SAAS certifications preferred

• SLA adherence and service stability
• Client satisfaction and stakeholder trust
• Reduction in incidents and manual effort through automation
• Cost efficiency and productivity improvement
• Team capability maturity and retention