Job Description

Role: EUC Technical Lead


Required Technical Skill Set:

End User Computing Leading Experience [Win 10/11, Mac, Workspace1, UEM, EDR Sentinel One, MFA, SSO, Asset Management]

Desired Experience Range: 10+ Years of Experience

Must-Have

Oversee all Deskside (EUC) and RDS support activities across Windows 10/11, MacOS, and BYOD devices. Manage RDS support using One Assist, ensuring reliable remote desktop connectivity and user session stability. Supervise device onboarding, Workspace ONE UEM operations (app deployment, patching, compliance), and device cleanup. Perform and delegate tasks related to Azure AD cleanup, device lifecycle management, and MFA (Microsoft Authenticator) administration. Support and escalate issues related to Office 365 apps, network connectivity, Zscaler VPN, and Sentinel One antivirus. Oversee printer configuration, basic network printer troubleshooting, and hardware lifecycle activities (imaging, setup, asset tagging). Coordinate internal app issue resolution with vendors and application teams. Lead a combined EUC, RDS and Onsite Desktop Support Engineers team -- managing rosters, availability, workload, and escalations. Manage Endpoint Patching compliance and Vulnerability Remediation Vendor co-ordination, Asset Management and Major Incident Management Endpoints Asset Management and Tracking using ServiceNow Provide technical mentoring, performance feedback, and ensure high-quality support delivery. Act as the escalation point for critical user incidents and VIP support needs. Attend regular customer meetings (weekly/monthly) to present reports, review SLAs, address concerns, and drive service improvements. Work with vendors on need basis like HP, Microsoft. Collaborate with cross-functional teams including Network, Server, AD, Citrix, and Application Support for integrated issue resolution and project execution. Monitor and report on key metrics such as SLA compliance, patch status, device health, and license usage. Maintain and update SOPs, knowledge base articles, asset records, and operational procedures. Ensure adherence to IT policies, security standards, and audit requirements.

Good-to-Have

Experience in MAC Device Support Mobile Device Management and Administration Knowledge on supporting Citrix Software distribution * Experience with PowerShell