End-User Computing (EUC) Team Lead

Amdocs • Plano, TX

3d

About The Position

We are seeking an experienced and dynamic End-User Computing Team Lead to manage a team of 5–10 IT professionals responsible for delivering second-level IT support and ensuring seamless end-user computing services. This role involves overseeing day-to-day operations, maintaining service levels, coordinating with vendors, and driving innovation to improve efficiency and user experience. The ideal candidate will have strong leadership skills, technical expertise in end-user computing, and the ability to align local operations with global standards.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 5+ years of experience in IT support or end-user computing services.
• Minimum 2 years in a leadership or team lead role managing IT professionals.
• Proven experience with hardware procurement, vendor management, and IT asset lifecycle.
• Strong knowledge of Windows OS, desktop/laptop hardware, printers, and peripheral devices.
• Familiarity with ServiceNow or similar ITSM tools.
• Understanding of ITAM processes and BCP requirements.
• Excellent people management and team-building skills.
• Strong communication and stakeholder management abilities.
• Excellent people management and team-building skills.

Nice To Haves

• IT certifications (e.g., ITIL, Microsoft, CompTIA A+) are a plus.
• Experience in global or multi-site IT operations.
• Exposure to evaluating and implementing new technologies for end-user computing.

Responsibilities

• Lead and mentor a team of 5–10 IT professionals, fostering a culture of collaboration and continuous improvement.
• Conduct weekly team meetings to review progress, set priorities, and address challenges.
• Manage team performance, ensuring adherence to SLA and OLA targets.
• Oversee second-level IT support for desktops, laptops, printers, and applications.
• Ensure proactive maintenance of hardware to minimize downtime.
• Handle escalations and ensure timely resolution of ServiceNow tickets.
• Collaborate with vendors and Procurement for quotes, technical specifications, and hardware evaluations.
• Manage warranty and non-warranty repairs and conduct quarterly vendor service reviews.
• Evaluate and process GOStore requests for IT assets.
• Coordinate with IT Asset Management (ITAM) to maintain minimal stock levels.
• Evaluate new products and implementations to meet business needs.
• Align local processes with global End-User Computing standards.
• Ensure service continuity during Business Continuity Planning (BCP) scenarios.

Benefits

• You will be working within an extremely diverse and multi-cultural environment, and a fast growing and dynamic organization
• You will be provided with a rare learning opportunity within an experienced team, working on high end technology and solutions.
• You will be working on market leading software for the telecommunications industry

What This Job Offers

• Job Type: Full-time
• Career Level: Manager