EUC Manager

Posted: 3 months ago

Job Title: End User Computing (EUC) Delivery Manager
Relevant Experience: 10-15 years
Location: Dallas, Fort Worth
Rate/Salary: $100K

Job Description:

  • Should have experience of running L2 Desktop Support operation for large enterprise ( with at least 10,000 or more users)
  • Excellent verbal and written communication skills
  • Experience of managing a team of at least 15-20 L2 Engineers consisting of Break Fix, Dispatch and Remote Support
  • Should have hands on exposure to end user incident troubleshooting involving Win 7 and Win 10 OS Build, Office 2010/2013, O365, Symantec / Cisco VPN
  • Responsible for end to end SLAs of the program and share SLA reports/dashboards on a daily/weekly/monthly/quarterly basis with key customer and internal stakeholders.
  • Desirable to have experience of managing an end user environment consisting of a mix of virtual desktops and traditional desktops
  • ITIL V3 certified
  • Is familiar with general client SOWs and understands customer's role in fulfilling its obligations
  • Participates in relevant customer internal meetings, reviews & conference calls; compiles meeting notes & action items when applicable
  • Works with customer's leaders in creating strategy for implementation of new products / services in the Enterprise
  • Should be comfortable with using end user analytics tools and dashboards
  • Organized, clear, and concise communication with customer, co-workers, and management
  • Assists in QA Review process implementation; notifies senior management of any applicable issues in maintaining QA program
  • Manages and provides (if applicable) training and coaching opportunities as well as technical and non-technical issues with Training/Documentation Specialists and Quality/Efficiency Specialists as needed and in a timely manner
  • Manages human resources consistently & effectively
  • Available to work on an "on call” capacity