EUC Operations Lead

Circana•Chicago, IL

9d•$200,000•Hybrid

About The Position

The Regional EUC Lead for AMER is a critical leadership role responsible for the strategic implementation and operational oversight of service delivery for the Global End User Computing department. This position bridges the gap between global strategy and regional execution, ensuring that service delivery is consistent, measurable, and aligned with organizational growth – including the physical evolution of the company. Focus: Service Management, Vendor Management, Resource Management and Cost Management

Requirements

10+ years of experience in:
IT operations
Desktop or EUC support
Enterprise service delivery
Windows desktop environments
Microsoft 365 user services
Endpoint management tools
Familiarity with:
ITSM tools (ServiceNow or equivalent)
Incident, problem, and change processes
Basic networking and identity concepts
Experience working in large enterprise or government IT environments
Strong customer service and communication skills
Ability to work in structured, process-driven environments
Strong leadership skills
Operational discipline and reliability
Incident response and prioritization
Attention to detail and process adherence
Clear user communication during incidents
Team-oriented mindset

Nice To Haves

Experience with:
Intune or MECM
Virtual desktop platforms
Shift-based or on-call operations
ITIL Foundation certification (preferred, not required)
Microsoft Fundamentals certifications (preferred)

Responsibilities

Global Service Delivery & Governance:
Responsible for establishing global models for Delivery and the direct implementation in the AMER region.
Directly manage Regional Queue Managers to ensure ticket flow, resource allocation, and adherence to Service Level Agreements (SLAs).
Act as a primary contact point for Global Escalation Process, resolving high-priority technical or service issues.
Present opportunities to the leadership team where we can drive efficiencies through vendor-partners, process improvements and / or technology innovation & automation.
Direct line of view of problems records and incidents to identify potential for providing better service.
Performance Management & Analytics
Drive global EUC delivery excellence by utilizing KPI and metrics reporting.
Establish and monitor performance benchmarks to ensure all EUC delivery services are consistent across different regions.
Provide data-drive insight into leadership to identify trends, mitigate risk, and optimize service costs.
EUC GRE Portfolio Management:
Partner with the Real Estate team to lead IT planning and execution for the physical footprint.
Manage IT requirements for all Moves, Adds, and Changes ensuring a seamless transition for office expansions, closures, or relocations.
Coordinate cross-functional teams to ensure infrastructure and end user hardware are deployed on time and within budget.
Ensure we are meeting business requirements while conforming to global IT standards and ensuring it is cost effective.