Desktop Support EUC at Nashville, TN

Role: EUC Lead

Location: Nashville, Tennessee, 37201

Duration: 12 Months

100% Onsite

Experience: 6+ Years

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

Key Words to search in Resume

EUC Lead, Workplace Lead, Desktop Support Lead

Pre-Screening Questionnaire

1) Candidate should be willing to work from Nashville, Tennessee customer office on all 5 days of the week

2) Confirm expertise in core EUC platforms and tools, Desktops, GPO, SCCM, Nexthink, ITSM Process and Intune. Additionally, if th candidate has exposure to working on business growth

3) Verify strong experience with Windows (especially Windows 10/11), macOS Check for proficiency in Microsoft 365 and associate administration.

4) Assess experience with scripting languages like PowerShell

5) Ensure a solid understanding of networking fundamentals, Active Directory, and cloud platforms, as these interact closely with EU systems.

6) Ensure the experience in leading the EUC team

Experience Required: 8-10