EUC Desktop Lead

Must Have Technical/Functional Skill  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 keep 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 Per 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