EUC Lead

Required Skills & Experience

Experience

12–15 years in IT services, with strong EUC/Workplace delivery experience.

Experience in large enterprise accounts preferred.

Prior experience managing global delivery (onsite + offshore model).

Technical Skills

ServiceNow / BMC Helix ITSM tools.

EUC technologies (Windows, O365, Intune, SCCM, VDI, mobility solutions).

Strong understanding of endpoint security, device lifecycle, and patching.

Leadership & Functional Skills

Strong SLA/KPI management and service governance expertise.

Excellent stakeholder communication and escalation handling.

Experience in automationor workplace transformation initiatives.

Key Success Metrics (KPIs)

SLA adherence (>98–99%)

CSAT/NPS improvement

Reduction in ticket volume through automation/self-service

First Contact Resolution (FCR) improvement

Audit/compliance adherence (zero major non-compliance findings)

Preferred Certifications

ITIL v4 Foundation/Intermediate

Microsoft Modern Workplace / Endpoint certifications (optional)