What are the responsibilities and job description for the End User Computing (EUC) Lead - New York position at Capgemini?
Job Title: End User Computing (EUC) Lead
Location: New York, NY (located near Penn Stations South)
Hybrid Work Schedule: Will be required to work on site at client location 2-3 days each week
Job Description
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).
Key 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
Required Skills
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.)
Life at Capgemini
Capgemini Supports All Aspects Of Your Well-being Throughout The Changing Stages Of Your Life And Career. For Eligible Employees, We Offer
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to
engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.
Get the future you want | www.capgemini.com
Disclaimer
Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.
Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is $100,572 - $215,050. This role may be eligible for other compensation including variable compensation, bonus, or commission. Full time regular employees are eligible for paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
Job
Infrastructure
Schedule
Full-time
Primary Location
US-New York
Organization
CIS US MS
Location: New York, NY (located near Penn Stations South)
Hybrid Work Schedule: Will be required to work on site at client location 2-3 days each week
Job Description
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).
Key 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
Required Skills
- 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
- Retail industry a plus
- 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
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.)
Life at Capgemini
Capgemini Supports All Aspects Of Your Well-being Throughout The Changing Stages Of Your Life And Career. For Eligible Employees, We Offer
- 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
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to
engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.
Get the future you want | www.capgemini.com
Disclaimer
Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.
Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is $100,572 - $215,050. This role may be eligible for other compensation including variable compensation, bonus, or commission. Full time regular employees are eligible for paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
Job
Infrastructure
Schedule
Full-time
Primary Location
US-New York
Organization
CIS US MS
Salary : $100,572 - $215,050