EUC

Job Title: End User Computing (EUC) Operations Lead

Role Summary

We are seeking an experienced End User Computing (EUC) Operations Lead to drive L2/L3 support operations, enhance digital employee experience, and lead transformation initiatives across automation, proactive support, and service excellence. This role requires strong leadership, technical expertise, and a data-driven mindset to improve end-user productivity and service quality.

Key Responsibilities

End User Support Operations Leadership

· Lead L2/L3 End User Support teams across devices, operating systems, applications, and collaboration platforms.

· Ensure adherence to SLAs, OLAs, and XLAs for incident, service request, and problem management.

· Act as the final escalation point for high-impact EUC incidents and critical issues.

· Drive operational excellence across:

o Desktops and laptops

o VDI / DaaS environments

o Mobility devices and peripherals

o Collaboration tools (Microsoft Teams, O365, VPN)

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Proactive Support & Problem Management

· Transition support operations from reactive resolution to predictive and preventive models.

· Collaborate with Problem Management teams to:

o Identify recurring issues using DEX tools and ticket analytics

o Perform data-driven root cause analysis (RCA)

o Eliminate systemic EUC issues through permanent fixes

· Lead stability initiatives, including OS upgrades, patching, and application readiness.

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Automation & Shift-Left Enablement

· Identify high-volume, repetitive EUC issues and convert them into automation and self-healing solutions.

· Leverage automation tools and scripting (e.g., PowerShell, workflows) to:

o Auto-remediate common device and application issues

o Reduce manual intervention and ticket volumes

o Improve first-contact resolution rates

· Drive shift-left strategies across L1/L2 support through automation, knowledge management, and guided remediation.

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Digital Employee Experience (DEX)

· Utilize DEX platforms (e.g., Nexthink or equivalent) to:

o Monitor endpoint and application performance

o Proactively detect device, OS, and application degradation

o Measure user sentiment and overall experience

· Translate DEX insights into actionable improvements across support, infrastructure, and endpoint teams.

· Own and drive experience-focused KPIs, including:

o User experience scores

o Ticket avoidance rates

o End-user productivity impact

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Preferred Skills & Experience

· Strong experience in EUC support operations (L2/L3) and service delivery leadership

· Expertise in endpoint management, VDI/DaaS, and enterprise collaboration tools

· Hands-on experience with DEX tools (e.g., Nexthink)

· Proficiency in automation and scripting (PowerShell, workflow automation tools)

· Strong analytical and problem-solving skills with a data-driven approach

· Experience driving shift-left, automation, and service transformation initiatives

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Key Competencies

· Leadership and stakeholder management

· Operational excellence and service quality focus

· Proactive problem-solving mindset

· Strong communication and collaboration skills