Project Lead

Job Title: End User Computing (EUC) Operations Manager
Job Location: Twinsburg, OH
Role Summary
The End User Computing (EUC) Operations Manager is responsible for the strategic planning, delivery, and day to day operations of end user computing services across the organisation. This includes desktops, laptops, mobile devices, peripherals, operating systems, collaboration tools, and the overall end user experience. The role ensures secure, reliable, and standardised EUC services while meeting SLAs, compliance requirements, and user satisfaction targets.
Key Responsibilities
EUC Operations
Service Delivery
Own end to end EUC service operations including desktops, laptops, mobile devices, printers, peripherals, and virtual endpoints.
Ensure availability, performance, and reliability of end'`user computing services.
Oversee incident, problem, change, and service request management related to EUC services.
Ensure adherence to SLAs, OLAs, KPIs, and continuous service improvement initiatives.
Device
Lifecycle Management
Manage the full lifecycle of EUC assets: procurement, imaging, deployment, maintenance, refresh, and retirement.
Define and enforce standard device builds, configurations, and software catalogues.
Oversee asset inventory, compliance, and recovery for leavers and transfers.
Security, Compliance
Risk
Ensure compliance with IT security policies, including encryption, patching, endpoint protection, and vulnerability remediation.
Partner with Security teams on EDR/XDR, MDM/MAM, vulnerability management, and audits.
Ensure compliance with licensing, regulatory, and internal audit requirements.
Team Leadership
Vendor Management
Lead and manage L1/L2/L3 EUC support teams, including skills development, performance reviews, and capacity planning.
Collaborate with Service Desk, Infrastructure, Network, and Security teams to ensure seamless user support.
Manage vendors, OEMs, MSPs, and contracts related to EUC services. Automation
Continuous Improvement
Drive automation and self'`service initiatives to improve efficiency and reduce manual effort.
Develop and maintain runbooks, SOPs, and technical documentation.
Analyse trends, user feedback, and service data to drive operational excellence and user experience improvements.
Required Skills
Qualifications
Bachelor'¿s degree in IT, Computer Science, or related field (or equivalent experience).
8'¿12 years of IT experience, with strong focus on EUC / Desktop Operations.
Hands'`on knowledge of Windows, macOS, iOS/Android, M365, Intune, Jamf, SCCM, or similar tools.
Strong understanding of ITIL processes, SLA management, and service operations.
Proven experience in team leadership, vendor management, and stakeholder communication.
"*** is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at