EUC Support Lead (remote)

1. About Our Client:The organization operates within the IT support and services sector, focusing on End-User Computing (EUC) solutions. It addresses the challenge of providing reliable, regionally coordinated technical support to ensure smooth IT operations and compliance with regulations such as HIPAA. The company serves multiple office locations and operational sites, emphasizing structured support frameworks and maintaining service quality through internal management and external vendor collaboration.2. About the Opportunity:The EUC Support Lead is responsible for overseeing the EUC Support team within a designated region, providing leadership and technical guidance. This role ensures adherence to service level agreements, manages support workflows, and drives resolution of technical issues and projects. The position plays a critical role in maintaining team performance, developing staff capabilities, and ensuring compliance with standards and regulations. It requires periodic travel to support onsite activities and contributes directly to the effectiveness of the organization’s user support operations.3. Responsibilities:• Lead technical support for the assigned region and EUC Technicians, also supporting other regions as needed• Collaborate with management to maintain service level agreements and reduce client complaints• Enforce IT department policies, procedures, and standards• Manage support scheduling and the ServiceNow EUC Support ticket queue• Lead EUC Support projects across internal teams and vendors, prioritizing and resolving issues• Develop and maintain departmental procedures and end-user documentation• Supervise and evaluate EUC Support Technicians, setting goals and providing performance feedback• Ensure ongoing skill development for regional EUC Technicians• Select, develop, and evaluate staff for efficient department operation• Maintain professional knowledge through education and networking• Coordinate and communicate across departments• Ensure compliance with HIPAA requirements• Handle responsibilities as a high-risk role due to exposure to sensitive PHI data• Perform additional duties as assigned4. Requirements:• Bachelor’s degree, Technical School degree, or equivalent experience (minimum five years)• At least five years of technical experience, preferably in EUC Support• Proficiency in PC and network troubleshooting• Experience with ServiceNow tracking system• Strong communication, leadership, people-management, planning, analytical, and problem-solving skills• Ability to create and manage procedures for end-user instruction and troubleshooting• Skill in assessing issue impact and prioritizing tasks based on business needs• Decision-making capability under pressure• Experience leading and mentoring technical staff• Familiarity with relevant software, hardware, and peripherals• Ability to lift moderate-sized computer equipment• Willingness and ability to travel to offices and operational sites• Flexibility to work off hours as needed5. Pay Range and Compensation Package:• Salary range is $100,000 to $110,000, adjusted based on education, experience, location, and internal equity• Eligible for health insurance, 401(k), and bonus opportunities6. Benefits & Perks:• Medical, dental, and vision coverage with low deductible and copay• Life insurance• Short and long-term disability coverage• Paid parental leave• 401(k) with company match• Employee Stock Purchase Plan• Generous paid time off accrued by years of service• Ten paid company holidays• Tuition reimbursement• Flexible Spending Account• Employee Assistance Program• Sick time benefits according to local regulationsEqual Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.Note:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.