Job Description

Description

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.

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