Service Manager EUC :: San Diego, CA (Onsite)

Role :Service Manager EUC

Location: San Diego, CA (Onsite)

Duration : Contract

Position Summary:

Own the end to end EUC service for WPS: SCCM/Intune, Nexthink (DEX), AVD, tools and security across the endpoint estate. Lead high performing teams, enforce ITIL/ITSM governance, and deliver proactive, measurable improvements in user experience, stability, and compliance. Report to IT WPS SDM and collaborate closely with cross functional IT and operations.

Key Responsibilities:

• Team Leadership: Lead SCCM/Intune, Nexthink/DEX, Tools/ServiceNow, AVD, and Security functions; build capabilities, coach for shift left, and drive continuous improvement.
• EUEM/DEX Ownership: Adopt Nexthink library packs; set & track DEX KPIs (experience score); run monthly DEX reviews and corrective actions.
• SCCM/Intune Management: Design, deploy, and maintain baselines; software distribution, patching, compliance; govern IBCM health
• AVD Management: Ensure availability, security, performance; partner with application teams and end users.
• Security & Zero Day: Own zero day/runbooks, risk reduction controls, phased rollout, CAB/change approvals, and stakeholder communications per approved templates.
• Driver/Firmware Lifecycle: Implement OEM aligned processes for driver/firmware packaging and deployment; track compliance and impact on incidents
• Asset/CMDB Lifecycle: Own AMDB and CMDB accuracy & quarterly reconciliation; run entitlement allocation; manage EOL refresh & decommission with audit ready evidence; coordinate warehouse logistics/inventory.
• Governance & Reporting: Lead EUC inputs for MBR/QBR, CSI register, SIPs, and Contract Compliance deliverables.
• Problem/RCA Quality: Ensure RCA timeliness/quality; drive permanent fixes with cross tower owners.
• Vendor/Asset Management: Govern OEM & tooling vendors, SLAs, and renewals; manage asset lifecycle.
• Stakeholder Management: Coordinate with City and InfoSec stakeholders per contact lists/templates during incidents/changes.

Qualifications:

• Bachelor's in IT/CS or equivalent experience.
• Hands on leadership across SCCM, Intune, Nexthink/DEX, AVD, ServiceNow, and endpoint security.
• Strong ITIL/ITSM governance; proven incident/change/problem leadership.
• Experience with asset/CMDB lifecycle and warehouse/inventory workflows.
• Preferred: ITIL v3/4