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Capgemini · 2 weeks ago

EUC (End Users Computing) Lead

NYC Metro Area

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Capgemini is a global business and technology transformation partner, and they are seeking a tech savvy EUS Lead who is excited about the latest Automation and AI technologies. The ideal candidate will manage staffing and service delivery across assigned locations, ensuring service levels are met and leading a team in a global delivery model.

ConsultingInformation TechnologyInsurTechIT ManagementSoftware

No H1B

Hiring Manager

Cheryl Vervaet

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

Qualification

End User ComputingService Desk ManagementLarge Scale OperationsITIL KnowledgeCustomer Service SkillsMac OSWindows OSLinuxUNIXMobile Device ManagementHelpdesk Ticketing SystemsMicrosoft Office SuiteVPN ConnectivityNetworking SkillsCommunication SkillsRetail Industry ExperienceProfessionalismAttention to DetailTime Management

Required

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

Preferred

Retail industry a plus

ITIL knowledge/experience 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.)