EUC Lead

Role: EUC Lead Location-Nashville, Tennessee, 37201(Onsite)Contract Must Have Skills: · Strong experience in End User Computing environments · Expert knowledge of Windows OS, hardware troubleshooting, and enterprise applications · Hands-on experience with ITSM tools (ServiceNow) · Strong hands-on experience in SCCM, Intune · Solid understanding of Active Directory, Group Policy, and endpoint management · Experience in leading the onsite + Offshore team and be a strong liaison between both parties t ensure there is seamless delivery of operations · Be a functional and strategic SPOC to enable growth expansions across the geography Roles & Responsibilities Operational Leadership · Lead and oversee onsite +Offshore EUC support operations across L2/L3 · Ensure SLA, KPI, and customer satisfaction targets are consistently met · To ensure there are Zero penalty moments maintained across · Act as the primary onsite point of contact for EUC-related matters · Provide VIP and executive support as required Team Management · Guide, mentor, and support onsite/Offshore EUC engineers/analysts · Perform workload management, shift planning, and task prioritization · Conduct knowledge sharing, training, and SOP adherence · Drive performance improvement and ownership within the team Technical Responsibilities · Provide hands-on support for Windows 10/11, desktop/laptop hardware, patching and printer’ support · Support Microsoft 365, collaboration tools, and enterprise applications · Troubleshoot complex EUC issues and coordinate escalations with teams and vendors · Support VDI/Citrix/AVD environments, OS upgrades, and hardware refresh programs · Ensure compliance with security standards, patching, and endpoint protection Process & Continuous Improvement · Review and enhance SOPs, KBs, and operational processes · Identify service improvement opportunities and risk areas and drive corrective actions · Ensure accurate ticket documentation and reporting · Participate in incident management, RCA, and problem management activities Stakeholder & Vendor Management · Communicate effectively with business stakeholders and leadership · Participate in major incident bridges and provide clear updates Managerial Skills: · Strong leadership, communication, and stakeholder management skills · Ability to manage multiple priorities in a fast-paced onsite environment