EUC Desktop Lead Tata Consultancy Services - 3.9 Carlsbad, CA Job Details $80,000 - $90,000 a year 2 hours ago Benefits Commuter assistance Health insurance Dental insurance Vision insurance Pet insurance Qualifications Desktop computer repair Performance dashboard reports Knowledge management Managing technical support teams Microsoft Outlook Defect resolution root cause analysis IT user and group management Managing teams in a customer support role Procedural guides Standard Operating Procedures (SOPs) implementation Technical documentation Software deployment Incident report management Defect analysis Laptop (troubleshooting support) Encryption Hardware maintenance Vendor coordination Configuration management Vulnerability Remediation Operating system updates Incident Escalation Printer (troubleshooting support) Reporting and dashboarding tools Patch management Cloud service support Computer hardware Desktop (troubleshooting support) Incident management operations support Vendor relationship management Full Job Description Must Have Technical/Functional Skills  Team leadership experience, handling L1/L2 desktop support engineers.  Ability to prioritize & manage EUC operations across multiple locations/users.  Stakeholder management with business, IT leadership, vendors, and OEM partners.  Process ownership for incident, request, and problem management within EUC.  Experience driving service improvements, automation initiatives, and RCA preparation.  Ability to handle escalations, perform SLA management, and drive customer satisfaction.  Documentation & reporting skills: SOPs, dashboards, weekly/monthly performance reports.  Strong expertise in End User Computing (EUC) technologies including Windows 10/11, MacOS, and standard desktop/laptop hardware.  MacBook support for VIPs and non-VIP users  Advanced troubleshooting skills across desktop, laptop, thin clients, VDI, mobility devices, and peripheral equipment.  Hands on experience with ITSM tools (ServiceNow, Remedy, or similar) for incident, service request, CMDB  Proficiency in Active Directory (AD): User administration  Experience with

O365/M365

suite, including Outlook, Teams, OneDrive, SharePoint support.  Strong knowledge of SCCM/Intune (Microsoft Endpoint Configuration Manager):  Image deployment  Patch management  Network basics:

TCP/IP, DNS, DHCP, VPN

troubleshooting.  Security & Compliance understanding: endpoint security, DLP, encryption tools, antivirus management.  Knowledge of IT hardware lifecycle management: asset tracking, refresh planning. Roles & Responsibilities  Lead and manage daily EUC/Desktop support operations across all user locations.  Ensure timely resolution of incidents, service requests, and escalations within defined SLAs.  Oversee L1/L2 teams in providing remote and onsite technical support.  Conduct root cause analysis (RCA) for repeated issues and ensure permanent fixes.  Supervise and mentor desktop support engineers, providing guidance and technical direction.  Allocate workload, manage shift schedules, and ensure adequate coverage during business hours.  VIP users support  Drive team performance through KPIs, SLAs, and quality checks.  Conduct periodic training to kee p the team updated on new tools and technologies.  Manage and optimize the deployment, patching, and compliance of endpoints via SCCM/Intune.  Ensure smooth operation of desktop hardware, printers, scanners, mobility devices, and peripherals.  Oversee antivirus, encryption, and endpoint security tools to maintain compliance.  Ensure desktop OS images, application packages, and updates are maintained and deployed effectively.  Work closely with IT leadership, business users, and functional stakeholders to understand requirements.  Coordinate with OEMs/vendors for hardware procurement, AMC, warranty claims, repairs, and escalations.  Participate in customer review meetings and provide insights on service performance.  Provide weekly/monthly reports, dashboards, and service improvement suggestions.  Ensure strict adherence to incident, problem, change, and asset management processes.  Prepare and maintain SOPs, knowledge base articles, and process documentation.  Participate in CAB meetings when EUC-related changes are proposed.  Ensure all endpoints comply with security policies, patching standards, and audit requirements.  Coordinate with Security, Network, and Cloud teams for cross functional improvements.  Address vulnerabilities highlighted by security tools and ensure timely remediation.

Salary Range:

$80,000- $90,000 a year

TCS Employee Benefits Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage:

Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support:

Maternal & Parental Leaves.

Insurance Options:

Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth:

Commuter Benefits & Certification & amp; Training Reimbursement.

Time Off:

Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance:

Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. #LI-SP1 Location Carlsbad, CA Job Function

TECHNOLOGY

Role Technical Lead Job Id 422109 Desired Skills Desktop | EUC Salary Range $80,000-$90,000 a year

Desired Candidate Profile Qualifications :

BACHELOR OF COMPUTER

SCIENCE