EUC Desktop Lead

Must Have Technical/Functional Skills

 Team leadership experience, handling L1/L2 desktop support engineers.

 Ability to prioritize & manage EUC operations across multiple locations/users.

 Stakeholder management with business, IT leadership, vendors, and OEM partners.

 Process ownership for incident, request, and problem management within EUC.

 Experience driving service improvements, automation initiatives, and RCA preparation.

 Ability to handle escalations, perform SLA management, and drive customer satisfaction.

 Documentation & reporting skills: SOPs, dashboards, weekly/monthly performance reports.

 Strong expertise in End User Computing (EUC) technologies including Windows 10/11, MacOS, and standard desktop/laptop hardware.

 MacBook support for VIPs and non-VIP users

 Advanced troubleshooting skills across desktop, laptop, thin clients, VDI, mobility devices, and peripheral equipment.

 Hands on experience with ITSM tools (ServiceNow, Remedy, or similar) for incident, service request, CMDB

 Proficiency in Active Directory (AD): User administration

 Experience with O365/M365 suite, including Outlook, Teams, OneDrive, SharePoint support.

 Strong knowledge of SCCM/Intune (Microsoft Endpoint Configuration Manager):

 Image deployment

 Patch management

 Network basics: TCP/IP, DNS, DHCP, VPN troubleshooting.

 Security & Compliance understanding: endpoint security, DLP, encryption tools, antivirus management.

 Knowledge of IT hardware lifecycle management: asset tracking, refresh planning.

Roles & Responsibilities

 Lead and manage daily EUC/Desktop support operations across all user locations.

 Ensure timely resolution of incidents, service requests, and escalations within defined SLAs.

 Oversee L1/L2 teams in providing remote and onsite technical support.

 Conduct root cause analysis (RCA) for repeated issues and ensure permanent fixes.

 Supervise and mentor desktop support engineers, providing guidance and technical direction.

 Allocate workload, manage shift schedules, and ensure adequate coverage during business hours.

 VIP users support

 Drive team performance through KPIs, SLAs, and quality checks.

 Conduct periodic training to kee p the team updated on new tools and technologies.

 Manage and optimize the deployment, patching, and compliance of endpoints via SCCM/Intune.

 Ensure smooth operation of desktop hardware, printers, scanners, mobility devices, and peripherals.

 Oversee antivirus, encryption, and endpoint security tools to maintain compliance.

 Ensure desktop OS images, application packages, and updates are maintained and deployed effectively.

 Work closely with IT leadership, business users, and functional stakeholders to understand requirements.

 Coordinate with OEMs/vendors for hardware procurement, AMC, warranty claims, repairs, and escalations.

 Participate in customer review meetings and provide insights on service performance.

 Provide weekly/monthly reports, dashboards, and service improvement suggestions.

 Ensure strict adherence to incident, problem, change, and asset management processes.

 Prepare and maintain SOPs, knowledge base articles, and process documentation.

 Participate in CAB meetings when EUC-related changes are proposed.

 Ensure all endpoints comply with security policies, patching standards, and audit requirements.

 Coordinate with Security, Network, and Cloud teams for cross functional improvements.

 Address vulnerabilities highlighted by security tools and ensure timely remediation.

Salary Range: $80,000- $90,000 a year

TCS Employee Benefits Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

#LI-SP1

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Role: Technical Lead

Desired skills: Desktop | EUC

Qualifications: BACHELOR OF COMPUTER SCIENCE

• Experience: 6 - 10 Years

• Job function: TECHNOLOGY

• Location: Carlsbad, CA

Salary range: $80,000–$90,000

Apply by: 2026-09-13 00:00:00