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About the Role:

The EUC Delivery Lead is responsible for overseeing the delivery of End User Compute services at the customer site. Acting as the single point of contact for EUC service delivery, this role ensures the smooth operation, reporting, and resolution of issues related to EUC services. The EUC Delivery Lead will coordinate onsite support teams, manage escalations, and maintain high levels of customer satisfaction.

Key Responsibilities:
•    Serve as the primary onsite contact for EUC service delivery.
•    Lead the daily coordination, planning, and scheduling of onsite support activities, including IMACD services.
•    Manage incident resolution and service request fulfilment, ensuring alignment with ITIL v3 processes.
•    Provide weekly and monthly reporting on EUC service performance, incidents, and service requests.
•    Oversee escalation management and ensure timely resolution of open issues.
•    Participate in daily service review (DSR) meetings with onsite support staff.
•    Support deployment operations, including hardware refresh, provisioning, and disposal.
•    Collaborate with the Customer’s network and facilities teams for infrastructure and installation coordination.
•    Drive continuous improvement initiatives and service enhancements using analytics and automation tools.
•    Maintain compliance with security policies, including endpoint protection, device encryption, and secure disposal.

Required Experience:
•    Minimum 5 years’ experience in IT support roles.
•    Minimum 2 years’ experience in a delivery lead or team leadership role.
•    Proven experience in managing onsite IT support teams and coordinating service delivery.
 

Skills and Competencies:
•    Strong leadership and communication skills.
•    In-depth knowledge of Windows OS and Microsoft applications.
•    Familiarity with EUC Devices (desktops, laptops, tablets, mobile devices).
•    Experience with Apple iOS and mobile device management.
•    Familiarity with ITIL v3, service desk operations, and incident management.
•    Ability to manage stakeholder relationships and customer expectations.
•    Experience with reporting tools and service management platforms (e.g., ServiceNow).
•    Understanding of security and compliance requirements in an enterprise IT environment.
 

Desirable Qualifications:
•    ITIL Foundation Certification
•    Microsoft certifications (e.g., M365, Intune, Azure AD)
•    Experience with SCCM, Intune, and other EUC management tools

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