Lead End User Support

Role:                    End User Support
Location:             New York, NY - Onsite
Job type:             Permanent
Client:                  Birlasoft

Job Title: EUS Technical Lead / Workplace Support Lead

Job Summary:

We are looking for a highly hands-on EUS Technical Lead with strong operational troubleshooting expertise, automation exposure, and team leadership experience. The ideal candidate should have deep experience managing enterprise-scale End User Computing (EUC/EUS) environments and handling critical incidents in fast-paced support operations.

Key Responsibilities:

• Provide hands-on L2/L3 End User Support across enterprise environments
• Lead and manage major incidents (P1/P2) with structured troubleshooting and stakeholder communication
• Drive endpoint management and workplace support operations
• Implement and support automation initiatives within EUS operations
• Lead support teams and ensure operational excellence across service delivery
• Handle device provisioning, imaging, patching, and endpoint lifecycle management
• Support continuous improvement and shift-left initiatives

Mandatory Technical Skills:

• Windows 10/11 troubleshooting
• O365 / Outlook support
• Intune
• SCCM / MECM
• Jamf
• Entra ID / Active Directory
• Endpoint management
• VPN / network troubleshooting
• ServiceNow
• Incident management
• Device provisioning and imaging

Automation Experience Required:

Candidates should demonstrate hands-on experience in:

• PowerShell scripting
• Intune automation
• Endpoint automation
• Self-healing scripts
• Automated onboarding/offboarding
• Patch management automation
• ServiceNow workflow automation

Required Experience:

• Strong hands-on EUC/EUS operational support experience
• Experience handling enterprise-scale support environments
• Team leadership / people management experience
• Excellent troubleshooting and communication skills
• Ability to perform under pressure during critical incidents

Preferred Profile:

• EUS Technical Lead
• Workplace Support Lead
• EUC Operations Lead
• Desktop Engineering Lead

Profiles to Avoid:

• Purely managerial/governance profiles
• VIP/Executive support-only experience
• Candidates lacking hands-on troubleshooting exposure
• Profiles with vague or high-level technical knowledge only

Mandatory Screening Areas:

• Laptop performance troubleshooting approach
• P1/P2 incident handling experience
• Real-time automation initiatives implemented
• Current hands-on involvement in endpoint troubleshooting
• Team size and operational ownership

Communication Assessment:

• Structured and logical responses
• Clear troubleshooting methodology
• Technical clarity under pressure
• Ability to stay focused and answer precisely