The EUC / Deskside Lead will be responsible for leading End User Computing (EUC), Deskside Support, Field Services, and Workplace Technology operations. The role will provide operational leadership for desktop support services, ensuring high-quality end-user experience, SLA compliance, service governance, and continuous service improvement. The individual will act as the primary operational interface between customer stakeholders, onsite support teams, offshore support teams, and technology tower leads.
Operations & Service Delivery
• Lead day-to-day EUC and Deskside Support operations.
• Ensure adherence to Incident, Request, Problem, Change, and Asset Management processes.
• Monitor SLA / KPI performance and drive operational excellence.
• Lead major incident coordination, escalations, and service restoration activities.
• Conduct operational reviews and implement service improvement initiatives.
Team Leadership
• Manage onsite Deskside Engineers and Field Support resources.
• Coordinate with offshore Service Desk and EUC teams for seamless support coverage.
• Drive workforce planning, shift scheduling, and resource allocation.
• Provide coaching, mentoring, and technical leadership to support engineers.
End User Computing Management
• Oversee support for Windows laptops, desktops, mobile devices, printers, conference rooms, and peripherals.
• Govern endpoint lifecycle management including provisioning, deployment, refresh, and retirement.
• Ensure compliance with endpoint security standards, patching, software deployment, and vulnerability remediation.
• Support Microsoft 365, Intune, Autopilot, Active Directory / Azure AD, SCCM / MECM, and collaboration technologies.
Field Services & Dispatch Management
• Lead onsite dispatch and break-fix support activities.
• Manage IMACD activities: Install, Move, Add, Change, and Dispose requests.
• Coordinate hardware refresh programs and technology onboarding activities.
• Ensure engineer readiness, inventory availability, and adherence to operational procedures.
Governance & Reporting
• Prepare and present operational dashboards, service reports, and executive status updates.
• Track service trends, customer satisfaction, backlog, risks, and improvement opportunities.
• Participate in governance meetings and customer service reviews.
• Maintain CMDB accuracy and asset management compliance.
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