The End-User Computing (EUC) Lead is responsible for the strategy, design, deployment, and operational health of all end-user technology platforms, including physical and virtual desktop environments, application delivery, mobile device management (MDM), and collaboration tools. This role requires a strong blend of technical expertise, leadership skills, and a commitment to optimizing the employee experience and productivity across the organization.
Key Responsibilities
Strategy and Leadership
* Develop and execute the long-term EUC roadmap and strategy, ensuring alignment with the organization's business goals and security requirements.
* Lead, mentor, and manage the EUC technical team, fostering a culture of high performance, continuous improvement, and customer-centric service.
* Manage vendor relationships, procurement, and budget related to EUC hardware, software, and services (e.g., VDI platforms, patching tools, hardware refresh).
Engineering and Operations
* Oversee the architecture and maintenance of Virtual Desktop Infrastructure (VDI) solutions (e.g., VMware Horizon, Citrix, or Azure Virtual Desktop).
* Manage the full lifecycle of operating system deployments, patching, updates, and images (Windows, macOS), ensuring stability and security.
* Drive the effective use of modern management tools (e.g., Microsoft Intune, SCCM, or equivalent) for unified endpoint management (UEM) and mobile device management (MDM).
* Ensure application packaging, deployment, and virtualization (e.g., App-V, MSIX) processes are efficient and reliable.
* Develop and maintain robust security posture across all endpoints, collaborating closely with the Cybersecurity team.
Employee Experience and Service Improvement
* Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) for EUC services.
* Act as the escalation point for complex tier 3 desktop support issues, driving root cause analysis and permanent resolution.
* Champion initiatives to improve end-user productivity through automation and technology optimization.
Required Qualifications
* Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
* Experience: Experience in IT infrastructure, with at least 3 years focused specifically on leading EUC, Desktop Engineering, or Service Delivery teams.
Technical Expertise:
* Deep proficiency in Microsoft Windows 10/11 operating systems and Group Policy management.
* Expertise in Endpoint Management solutions (e.g., Intune, MEM/SCCM, or similar UEM platforms).
* Proven experience managing and engineering Virtual Desktop Infrastructure (VDI) environments.
* Strong understanding of networking fundamentals, DHCP, DNS, and security practices as they relate to endpoints.
Soft Skills:
* Excellent leadership, communication, and interpersonal skills.
* Demonstrated ability to manage projects, prioritize tasks, and handle multiple high-priority initiatives simultaneously.
* Customer-focused approach with a dedication to delivering a seamless employee experience.
Preferred Qualifications
* Relevant certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate, Citrix Certified Associate – Virtualization, or ITIL Foundation).
* Experience with scripting and automation technologies (PowerShell, Python) for infrastructure management.
* Familiarity with cloud-based productivity suites (e.g., Microsoft 365, Google Workspace).
* Experience managing global or geographically distributed EUC environments.