End User Computing (EUC) Lead - New York

Capgemini•York, NY

47d•Hybrid

About The Position

We are seeking a tech savvy EUS (End User Services) Lead who is excited about the latest Automation and AI technologies. The ideal candidate will bring a strong understanding of Service Desk, End User Computing & End user Experience , Client facing experience and leading large teams in global delivery model ( on/near and offshore).

Requirements

Experience with using technology to improve End user Experience & Productivity is must e.g. Chat bot for Service , Nexthink, End user Computing technologies
3-5 years of direct supervisory experience in the service delivery industry
3-5 years of experience with large scale operations for IT field work
Superior customer service and people skills
Exceptional communication skills and attention to detail
Ability to juggle time and resources to meet or exceed expectations
Maintain professionalism under pressure
ITIL knowledge/experience a PLUS

Nice To Haves

Retail industry a plus
Mac OS, Windows OS, Linux or UNIX experience NOT required but is a PLUS, iOS, Blackberry, Android, Active Directory, Cisco VOIP, JAMF Casper, Video Conferencing, remote connectivity (i.e. Apple Remote Desktop, LogMeIn, Bomgar, etc.), Citrix, virtualization (i.e. VMware or Parallels), VPN connectivity, TCP/IP networking, wireless and mobile networking, Mobile Device Management (i.e. MobileIron), Microsoft Office Suite, Microsoft Exchange (on-prem and Office 365 cloud), A/V equipment, Helpdesk ticketing systems (i.e. ServiceNow), hard drive encryption products (i.e. Apple Filevault, PGP, Credant), enterprise backup products (i.e. Connected Backup), SAP, SCCM, Microsoft deployment tools, network printing, consumer/home/soho network equipment (i.e. routers, switches, wireless access points, powerline ethernet adapters, etc.)

Responsibilities

Coordinate staffing and service delivery across assigned locations
Maintain appropriate levels of coverage
Proactively manage SLA requirements
Ensure that the agreed to volumes are completed successfully.
Managing the EUC Onsite Support Team
Ensure that accurate data is available and provided to the EUC Operations SDM and the EUC Senior Director
Ensure and review process documentation of all work performed on behalf of Cast Member
Build and maintain relationships with key Enterprise Tech staff/managers to make sure service levels are meeting their needs and to handle any issues or concerns before they become an escalation
Take ownership of Cast Member service-related escalations
Initiate, own and coordinate internal escalations of technical issues
Collaborate with the EUC Request Fulfillment SDM and the local EUC Operations SDM, to coordinate employee leave requests and PTO; ensure seamless coverage
Supervise adherence to company and business unit policies and standards
Assist with new team members onboarding
Provide input to the staff performance evaluations and progress reporting
Act as player coach; step in to plug gaps in coverage as appropriate
Represent the team in the larger organization as required
Identify opportunities to shift-left

Benefits

Flexible work
Healthcare including dental, vision, mental health, and well-being programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups
Disaster Relief