Tower Lead (Support & Operations)

Job description

Job Description: EUC Operations Manager Role Purpose The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes. Key Service Scope • Workplace Engineering: End-user devices, OS lifecycle, Intune/Endpoint Management, VDI, application packaging, patching, security baselines, zero trust support • Unified Messaging & Collaboration: Exchange Online, Outlook, M365 core services, SharePoint, OneDrive, Teams collaboration • Unified Communications: Teams Voice, Direct Routing, Operator Connect, Audio/Video, conferencing, call quality, SBCs, telephony integrations Key Responsibilities – Service Delivery & Operations • Own BAU operations across EUC towers ensuring SLA/SLO compliance • Drive ITIL processes – Incident, Problem, Change, Major Incident, Service Request • Ensure platform stability, performance, availability, and security • Lead Major Incident Management and RCA with preventive actions • Ensure CMDB accuracy and operational readiness • Manage vendors and OEM partners with performance reviews Governance & Stakeholder Management • Act as single point of contact for EUC services for client and internal leadership • Lead weekly/monthly service reviews, QBRs, and governance forums • Provide data-driven reporting – SLA, CSAT, MTTR, availability, risk • Proactively manage risks, dependencies, and escalations Client & Account Management • Build trusted advisor relationship with client stakeholders • Translate business expectations into service outcomes • Support account growth through service excellence, innovation, and value creation • Participate in audits, compliance reviews, and contract adherence People Management & Capability Building • Lead multi-tier L1/L2/L3 EUC teams • Resource planning, onboarding, skill assessments, and succession planning • Drive upskilling, cross-skilling, and certification plans • Performance management, mentoring, and engagement Automation, Transformation & Innovation • Identify automation opportunities across EUC operations (Power Platform, scripts, AI/GenAI) • Drive shift-left, self-service, and proactive monitoring • Reduce manual effort and improve end-user experience through automation Cost Optimization & Efficiency • Drive license optimization, vendor cost control, and demand management • Improve resource productivity and operational efficiency • Support budget planning and forecast accuracy Compliance, Security & Risk Management • Ensure alignment with InfoSec, compliance, and regulatory requirements • Support security incidents, audits, and vulnerability remediation • Enforce standardization and security baselines Required Experience & Skills • 12–15+ years in EUC / Digital Workplace operations • Strong hands-on and governance experience with AD, Messaging-collab, Devic Mangemnet, Virtualization, and UC • Proven experience in client-facing service delivery roles • Strong leadership, communication, and stakeholder management skills • ITIL, M365, Intune, Citrix or Cloud SAAS certifications preferred Success Measures • SLA adherence and service stability • Client satisfaction and stakeholder trust • Reduction in incidents and manual effort through automation • Cost efficiency and productivity improvement • Team capability maturity and retention Key Responsibilities Job Description: EUC Operations Manager Role Purpose The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes. Key Service Scope • Workplace Engineering: End-user devices, OS lifecycle, Intune/Endpoint Management, VDI, application packaging, patching, security baselines, zero trust support • Unified Messaging & Collaboration: Exchange Online, Outlook, M365 core services, SharePoint, OneDrive, Teams collaboration • Unified Communications: Teams Voice, Direct Routing, Operator Connect, Audio/Video, conferencing, call quality, SBCs, telephony integrations Key Responsibilities – Service Delivery & Operations • Own BAU operations across EUC towers ensuring SLA/SLO compliance • Drive ITIL processes – Incident, Problem, Change, Major Incident, Service Request • Ensure platform stability, performance, availability, and security • Lead Major Incident Management and RCA with preventive actions • Ensure CMDB accuracy and operational readiness • Manage vendors and OEM partners with performance reviews Governance & Stakeholder Management • Act as single point of contact for EUC services for client and internal leadership • Lead weekly/monthly service reviews, QBRs, and governance forums • Provide data-driven reporting – SLA, CSAT, MTTR, availability, risk • Proactively manage risks, dependencies, and escalations Client & Account Management • Build trusted advisor relationship with client stakeholders • Translate business expectations into service outcomes • Support account growth through service excellence, innovation, and value creation • Participate in audits, compliance reviews, and contract adherence People Management & Capability Building • Lead multi-tier L1/L2/L3 EUC teams • Resource planning, onboarding, skill assessments, and succession planning • Drive upskilling, cross-skilling, and certification plans • Performance management, mentoring, and engagement Automation, Transformation & Innovation • Identify automation opportunities across EUC operations (Power Platform, scripts, AI/GenAI) • Drive shift-left, self-service, and proactive monitoring • Reduce manual effort and improve end-user experience through automation Cost Optimization & Efficiency • Drive license optimization, vendor cost control, and demand management • Improve resource productivity and operational efficiency • Support budget planning and forecast accuracy Compliance, Security & Risk Management • Ensure alignment with InfoSec, compliance, and regulatory requirements • Support security incidents, audits, and vulnerability remediation • Enforce standardization and security baselines Required Experience & Skills • 12–15+ years in EUC / Digital Workplace operations • Strong hands-on and governance experience with AD, Messaging-collab, Devic Mangemnet, Virtualization, and UC • Proven experience in client-facing service delivery roles • Strong leadership, communication, and stakeholder management skills • ITIL, M365, Intune, Citrix or Cloud SAAS certifications preferred Success Measures • SLA adherence and service stability • Client satisfaction and stakeholder trust • Reduction in incidents and manual effort through automation • Cost efficiency and productivity improvement • Team capability maturity and retention Skill Requirements Job Description: EUC Operations Manager Role Purpose The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes. Key Service Scope • Workplace Engineering: End-user devices, OS lifecycle, Intune/Endpoint Management, VDI, application packaging, patching, security baselines, zero trust support • Unified Messaging & Collaboration: Exchange Online, Outlook, M365 core services, SharePoint, OneDrive, Teams collaboratio