End User Computing (EUC) Lead

End User Computing (EUC) Lead Nashville TN, Onsite 37203 Video Interview 6+months contract Job Summary The Onsite End User Computing (EUC) Lead is responsible for leading onsite EUC operations, ensuring high-quality end-user support, SLA adherence, and operational excellence. This role combines hands-on technical expertise with team leadership, stakeholder management, and continuous service improvement to deliver a seamless end-user experience. Key Responsibilities: Operational Leadership · Lead and oversee EUC support operations (L2/L3) · Ensure SLA, KPI, and customer satisfaction targets are consistently met · 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 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’s support · Support Microsoft 365,Active Directory 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 Required Skills & Qualifications · Strong experience in End User Computing , Citrix, AVD, AD environments · Expert knowledge of Windows OS, hardware troubleshooting, and enterprise applications · Hands-on experience with ITSM tools (ServiceNow) · Solid understanding of Active Directory, Group Policy,SCCM,Intune and endpoint management · Strong leadership, communication, and stakeholder management skills · Ability to manage multiple priorities in a fast-paced onsite environment Preferred Skills · Experience with Intune, SCCM, Adaptiva similar endpoint tools · Exposure to Citrix / AVD / VDI technologies · Knowledge of ITIL processes (Incident, Problem, Change) · Experience in managed services or global support models Job Type: Contract Pay: $20.00 - $26.00 per hour Education: High school or equivalent (Required) Experience: End User Computing : 5 years (Required) ITSM tools (ServiceNow): 1 year (Required) Citrix, AVD, AD : 1 year (Preferred) Ability to Commute: Nashville, TN 37203 (Required) Work Location: In person