Job Title : Senior Manager-End User Computing

Location : Mumbai

Experience : 12 -18 years

Work Mode : 5 Days (WFO)

Must Haves :

- Managing EUC or desktop support teams

- Microsoft Windows, macOS, M365

- Endpoint management platforms

- Service Desk Management

- Asset Management (Hardware or Software)

Role Overview :

The Senior Manager - End User Computing (EUC) Support is responsible for leading and managing the team that delivers high-quality support and services for all end-user computing needs across the organization. This role ensures smooth operation, high availability, and a user-focused approach to EUC services, including desktops, laptops, mobile devices, virtual desktop infrastructure (VDI), and collaboration tools.

Key Responsibilities :

Team Leadership & Strategy :

- Lead and manage the EUC support team (technicians, engineers, analysts).

- Define and implement EUC strategy, aligned with overall IT and business objectives.

- Set KPIs and performance standards for EUC support services.

Service Delivery :

- Oversee day-to-day operations of EUC support across global/regional offices.

- Ensure timely resolution of incidents, service requests, and escalations.

- Manage software and hardware lifecycles, including procurement, deployment, and decommissioning.

Technology & Tools Management :

- Drive improvements in endpoint management (SCCM, Intune, Manage Engine, etc.).

- Maintain and evolve compliance tools platforms and endpoint security measures.

- Standardize EUC environments to reduce complexity and improve user experience.

Stakeholder Management :

- Act as the point of contact for senior stakeholders regarding EUC support.

- Regularly review service feedback and identify opportunities for improvement.

- Manage vendor relationships and service contracts related to EUC tools and services.

- Manage client escalations and have regular connect with the client.

- Daily, Weekly, Monthly and Quarterly review with client.

Compliance & Security :

- Ensure EUC solutions are compliant with organizational policies and regulatory standards and meet client ask SLA

- Collaborate with Information Security teams to ensure robust endpoint protection.

Innovation & Continuous Improvement :

- Keep up with emerging trends and technologies in EUC.

- Lead initiatives to modernize the EUC landscape (e.g., Windows Autopilot, zero-touch deployment, automation, self-heal etc.,).

- Implement automation to reduce manual support tasks and improve efficiency.

Required Qualifications :

- 10+ years of experience in IT, managing EUC or desktop support teams.

- Deep knowledge of Microsoft Windows, macOS, M365, Compliance tools, and enterprise mobility.

- Hands-on experience with endpoint management platforms like Intune, SCCM, Manage Engine

- Strong understanding of ITIL framework; ITIL certification is a plus.

- Proven experience in managing large-scale device deployments and refresh cycles.