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Role: End User Computing (EUC) Operations Lead
Location: New York, NY
Type: Fulltime
Job description:
Role Summary
We are seeking an experienced End User Computing (EUC) Operations Lead to drive L2/L3 support operations, enhance digital employee experience, and lead transformation initiatives across automation, proactive support, and service excellence. This role requires strong leadership, technical expertise, and a data-driven mindset to improve end-user productivity and service quality.
Key Responsibilities
End User Support Operations Leadership - Lead L2/L3 End User Support teams across devices, operating systems, applications, and collaboration platforms.
- Ensure adherence to SLAs, OLAs, and XLAs for incident, service request, and problem management.
- Act as the final escalation point for high-impact EUC incidents and critical issues.
- Drive operational excellence across:
- Desktops and laptops
- VDI / DaaS environments
- Mobility devices and peripherals
- Collaboration tools (Microsoft Teams, O365, VPN)
Proactive Support & Problem Management - Transition support operations from reactive resolution to predictive and preventive models.
- Collaborate with Problem Management teams to:
- Identify recurring issues using DEX tools and ticket analytics
- Perform data-driven root cause analysis (RCA)
- Eliminate systemic EUC issues through permanent fixes
- Lead stability initiatives, including OS upgrades, patching, and application readiness.
Automation & Shift-Left Enablement - Identify high-volume, repetitive EUC issues and convert them into automation and self-healing solutions.
- Leverage automation tools and scripting (e.g., PowerShell, workflows) to:
- Auto-remediate common device and application issues
- Reduce manual intervention and ticket volumes
- Improve first-contact resolution rates
- Drive shift-left strategies across L1/L2 support through automation, knowledge management, and guided remediation.
Digital Employee Experience (DEX) - Utilize DEX platforms (e.g., Nexthink or equivalent) to:
- Monitor endpoint and application performance
- Proactively detect device, OS, and application degradation
- Measure user sentiment and overall experience
- Translate DEX insights into actionable improvements across support, infrastructure, and endpoint teams.
- Own and drive experience-focused KPIs, including:
- User experience scores
- Ticket avoidance rates
- End-user productivity impact
Preferred Skills & Experience
- Strong experience in EUC support operations (L2/L3) and service delivery leadership
- Expertise in endpoint management, VDI/DaaS, and enterprise collaboration tools
- Hands-on experience with DEX tools (e.g., Nexthink)
- Proficiency in automation and scripting (PowerShell, workflow automation tools)
- Strong analytical and problem-solving skills with a data-driven approach
- Experience driving shift-left, automation, and service transformation initiatives
Key Competencies
- Leadership and stakeholder management
- Operational excellence and service quality focus
- Proactive problem-solving mindset
- Strong communication and collaboration skills
Tekshapers is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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