EUC Lead

Hi,

Greetings of the day!

I have an urgent requirement below, please go through JD and let me know if you are comfortable or have any profile. Kindly revert me back with your updated resume as well.

Job Title: EUC Lead

Location: Nashville, Tennessee, 37201 (Work from Office)

Duration: Long Term 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

Name—Pradeep Sharma

Title-- Account Manager

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