Team Lead - End User Services (EUS) Engineering @ Onsite

Job Title: Team Lead – End User Services (EUS) Engineering

Department: Information Technology / End User Computing

Reports To: IT Director / Head of Enterprise Infrastructure

Location: On-site / Hybrid

Role Overview

The Team Lead – Executive & End User Services Engineering is a high-profile, dual-track role combining Tier-3 technical leadership with project management and team governance. Acting as the primary technical interface for executive leadership, this position oversees the delivery of seamless white-glove support, identity/lifecycle management, and boardroom AV orchestration while driving end-user platform automation and project delivery across the organization.

Key Responsibilities

• Executive Support & Technical Direction: Serve as the primary white-glove technical lead for C-suite executives, board members, and executive administrative teams. Personally oversee high-stakes executive events, hybrid meetings, and integrated boardroom AV/UC platforms to guarantee zero downtime.
• Team Governance & Mentorship: Lead, mentor, and task-manage Tier-2 and Tier-3 EUS engineers. Balance daily ticket escalations, establish operational SLAs/KPIs, and ensure consistent delivery standards across all end-user operations.
• Technical Project Management: Scope, plan, and execute EUC technology roadmaps (e.g., OS refresh cycles, hardware migrations, automated software deployment, identity consolidation, and AV upgrades). Coordinate deliverables, timelines, vendor management, and stakeholder communications.
• Identity & Access Engineering: Oversee secure user identity lifecycles across Hybrid Active Directory and Entra ID (Azure AD), ensuring automated provisioning, robust RBAC, multi-factor authentication (MFA), and zero-trust security controls.
• Desktop Platform Automation: Direct the deployment and optimization of modern endpoint management tools (Intune, SCCM, Jamf, Autopilot). Automate image delivery, software distribution, and patch management across Windows, macOS, and mobile fleets.
• Vendor & Operations Management: Manage external vendors, AV integration partners, and hardware suppliers to enforce SLAs, optimize hardware procurement, and maintain executive AV/IT inventory.

Qualifications & Requirements

• Experience: 10+ years in End User Computing / Desktop Engineering, including at least 2+ years in a lead, supervisory, or technical project manager capacity supporting C-Suite / VIP executives.
• Platform Expertise: Deep expertise in Microsoft Intune, SCCM, Windows 11, macOS, and mobile OS management. Hands-on proficiency with Active Directory, Entra ID (Azure AD), PowerShell scripting, and identity automation.
• AV & Collaboration Systems: Proven track record running complex boardroom AV infrastructure (Teams Rooms, Zoom Rooms, Crestron, Q-SYS, Shure, and live streaming environments).
• Project Governance: Familiarity with ITIL practices (Incident, Problem, and Change Management) and Agile/Waterfall project management methodologies.
• Soft Skills: Outstanding communication, emotional intelligence, discretion under high pressure, and the ability to explain complex technical issues clearly to senior leadership.