EUC Operations Lead

Key Responsibilities :

• Strategy and Vision: Develop and execute a forward-thinking EUC strategy aligned with the overall IT and business objectives. Identify emerging technologies and trends to enhance the end-user experience and drive innovation.
• Service Delivery and Management: Oversee the delivery and management of all end-user computing services, including desktop support, laptop management, mobile device management (MDM), virtual desktop infrastructure (VDI), software deployment, and collaboration tools.
• Team Leadership and Development: Lead, mentor, and develop a high-performing EUC team. Foster a collaborative and results-oriented work environment. Manage team resources, budgets, and performance.
• End-User Experience: Champion the end-user experience, ensuring that services are user-friendly, reliable, and meet the needs of the business. Implement mechanisms for gathering user feedback and continuously improving services.
• Security and Compliance : Ensure the security and compliance of all end-user devices and systems, adhering to company policies and industry best practices. Collaborate with the security team to implement and enforce security measures.
• Asset Management : Oversee the procurement, deployment, maintenance, and disposal of Client’s end-user hardware and software assets. Ensure accurate inventory management and cost-effectiveness.
• Vendor Management : Manage relationships with relevant technology vendors, ensuring service level agreements (SLAs) are met and value for money is achieved. Evaluate and select new vendors as needed.
• Collaboration and Communication : Collaborate effectively with other IT departments (e.g., Infrastructure, Security, Applications) and business stakeholders to ensure seamless integration of EUC services. Communicate effectively with all levels of the organization on EUC-related matters.
• Problem Management and Resolution : Oversee the resolution of complex end-user issues, ensuring timely and effective solutions. Implement proactive measures to prevent recurring problems.
• Budget Management : Develop and manage the EUC budget, ensuring cost-effective operations and investments.
• Project Management : Oversee the execution of key Technology projects from initiation to successful completion, defining project scope and objectives, develop project plans and ensuring on-time and within-budget delivery while maintaining exceptional quality.
  

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree preferred.
• Minimum of 20 years of progressive experience in IT, with at least 10 years in a leadership role managing end-user computing services.
• Strong technical knowledge of end-user hardware, operating systems (Windows, macOS), mobile platforms (iOS, Android), desktop virtualization technologies (e.g., Citrix, VMware Horizon, Windows365), collaboration tools (e.g., Microsoft 365) and Video Conferencing technologies (Crestron, Microsoft Teams Room).
• Experience with modern device management tools and methodologies (e.g., Intune, Jamf).
• Solid understanding of ITIL frameworks and service management principles.
• Excellent leadership, communication (written and verbal), interpersonal, and presentation skills.
• Strong problem-solving and analytical skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• Experience managing budgets and vendor relationships.