EUC (End Users Computing) Lead

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:

• 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

LIST OF TECHNOLOGIES

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

About Capgemini

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.