End User Computing (EUC) Operations Manager

Job Title: End User Computing (EUC) Operations Manager

Job Location: Twinsburg OH

Role Summary

The End User Computing (EUC) Operations Manager is responsible for the strategic planning delivery and day to day operations of end user computing services across the organisation. This includes desktops laptops mobile devices peripherals operating systems collaboration tools and the overall end user experience. The role ensures secure reliable and standardised EUC services while meeting SLAs compliance requirements and user satisfaction targets.

Key Responsibilities

EUC Operations & Service Delivery

• Own end to end EUC service operations including desktops laptops mobile devices printers peripherals and virtual endpoints.
• Ensure availability performance and reliability of end user computing services.
• Oversee incident problem change and service request management related to EUC services.
• Ensure adherence to SLAs OLAs KPIs and continuous service improvement initiatives.

Device & Lifecycle Management

• Manage the full lifecycle of EUC assets: procurement imaging deployment maintenance refresh and retirement.
• Define and enforce standard device builds configurations and software catalogues.
• Oversee asset inventory compliance and recovery for leavers and transfers.

Security Compliance & Risk

• Ensure compliance with IT security policies including encryption patching endpoint protection and vulnerability remediation.
• Partner with Security teams on EDR/XDR MDM/MAM vulnerability management and audits.
• Ensure compliance with licensing regulatory and internal audit requirements.

Team Leadership & Vendor Management

• Lead and manage L1/L2/L3 EUC support teams including skills development performance reviews and capacity planning.
• Collaborate with Service Desk Infrastructure Network and Security teams to ensure seamless user support.
• Manage vendors OEMs MSPs and contracts related to EUC services. Automation & Continuous Improvement
• Drive automation and self service initiatives to improve efficiency and reduce manual effort.
• Develop and maintain runbooks SOPs and technical documentation.
• Analyse trends user feedback and service data to drive operational excellence and user experience improvements.

Required Skills & Qualifications

• Bachelor s degree in IT Computer Science or related field (or equivalent experience).
• 8 12 years of IT experience with strong focus on EUC / Desktop Operations.
• Hands on knowledge of Windows macOS iOS/Android M365 Intune Jamf SCCM or similar tools.
• Strong understanding of ITIL processes SLA management and service operations.
• Proven experience in team leadership vendor management and stakeholder communication.