EUC Team Lead

About the role

The End‑User Computing (EUC) Team Lead is responsible for delivering high‑quality remote and onsite IT support to end users across the organization. This role ensures smooth operation of hardware, software, and mobile devices while leading a team of engineers to meet service level agreements.

Key responsibilities

• Provide remote and onsite support for IT products and services, handling both routine and escalated incidents.
• Manage the email and hotline support channels, creating and updating tickets accurately and promptly.
• Oversee hardware and software patching activities and ensure compliance with security standards.
• Support key field service activities aligned with customer requirements, including VIP user assistance.
• Generate factual reports for team leaders and technical support personnel to guide issue resolution.
• Coordinate and supervise onsite engineers during deployments and field operations.
• Maintain up‑to‑date documentation and collaborate with relevant teams on reporting.
• Perform ad‑hoc duties as assigned, including after‑hours and weekend support.

Required profile

• Minimum diploma in IT or a related field.
• At least 5 years of experience in end‑user support, with proven team‑lead or supervisory experience.
• Strong analytical, problem‑solving and independent working abilities.
• Excellent written and spoken English communication skills.
• Willingness to work flexible hours, including occasional after‑office and weekend coverage.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Patch management
• Ticketing system operation
• Experience with Lenovo and Dell endpoint devices
• Support for iOS, Android, and iPadOS mobile platforms