| 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.
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- 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.
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Posted on: Nov 05, 2026
Carlsbad, California
Full-time
Job Description :
Position Details
