End User Computing EUC Support Sr Manager

21 hours ago

Mumbai, Maharashtra, India YO HR Consultancy Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Summary

The Senior Manager – End User Computing (EUC) Support leads a global EUC support organization to deliver reliable, secure, and user-centric services for desktops, laptops, mobile devices, VDI, and collaboration tools. This role focuses on service quality, operational efficiency, stakeholder engagement, and continuous improvement.

Mandatory Requirements
  • Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
  • 10+ years of IT experience with demonstrable experience managing EUC or desktop support teams.
  • Hands-on experience with endpoint management platforms (Intune, SCCM, ManageEngine or equivalent).
  • Deep knowledge of Microsoft Windows, macOS, Microsoft 365, compliance tools, and enterprise mobility.
  • Strong understanding of ITIL processes; ITIL certification is a plus.
  • Proven experience managing large-scale device deployments, refresh cycles, procurement and decommissioning.
Key Responsibilities
Team Leadership & Strategy
  • Lead and develop the EUC support team (technicians, engineers, analysts), including hiring, coaching, and performance management.
  • Define and execute the EUC strategy aligned with IT and business objectives.
  • Establish and monitor KPIs and SLAs to measure team performance and service quality.
Service Delivery
  • Oversee daily EUC operations across global and regional offices, ensuring high availability and timely incident resolution.
  • Manage software and hardware lifecycle: procurement, deployment, refresh, and decommissioning.
  • Drive consistency through standardized configurations and documented runbooks.
Technology & Tools Management
  • Own endpoint management toolsets and platform improvements (Intune, SCCM, ManageEngine, etc.).
  • Maintain and evolve compliance and endpoint security tooling in collaboration with security teams.
  • Promote standardization to reduce complexity and improve the end-user experience.
Stakeholder & Vendor Management
  • Serve as the primary EUC contact for senior stakeholders and clients; manage escalations professionally.
  • Run regular governance and performance reviews (daily/weekly/monthly/quarterly) with clients and internal stakeholders.
  • Manage vendor relationships, contracts, and third-party service delivery.
Compliance & Security
  • Ensure EUC solutions comply with organizational policies and regulatory requirements; meet agreed SLAs.
  • Collaborate with Information Security to ensure robust endpoint protection and compliance posture.
Innovation & Continuous Improvement
  • Lead modernization initiatives (e.g., Windows Autopilot, zero-touch deployment, automation, self-heal).
  • Implement automation to reduce manual tasks and improve support efficiency.
  • Continuously evaluate emerging EUC technologies and recommend adoption where appropriate.
Preferred / Additional Qualifications
  • ITIL certification or equivalent service management certifications.
  • Experience in large, multinational environments and working with distributed teams.
  • Familiarity with VDI solutions, mobile device management and modern workplace tooling.

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