What are the responsibilities and job description for the Lead End User Support position at IBU Consulting, LLC?
Role: End User Support
Location: New York, NY - Onsite
Job type: Permanent
Client: Birlasoft
Job Title: EUS Technical Lead / Workplace Support Lead
Job Summary:
We are looking for a highly hands-on EUS Technical Lead with strong operational troubleshooting expertise, automation exposure, and team leadership experience. The ideal candidate should have deep experience managing enterprise-scale End User Computing (EUC/EUS) environments and handling critical incidents in fast-paced support operations.
Key Responsibilities:
- Provide hands-on L2/L3 End User Support across enterprise environments
- Lead and manage major incidents (P1/P2) with structured troubleshooting and stakeholder communication
- Drive endpoint management and workplace support operations
- Implement and support automation initiatives within EUS operations
- Lead support teams and ensure operational excellence across service delivery
- Handle device provisioning, imaging, patching, and endpoint lifecycle management
- Support continuous improvement and shift-left initiatives
Mandatory Technical Skills:
- Windows 10/11 troubleshooting
- O365 / Outlook support
- Intune
- SCCM / MECM
- Jamf
- Entra ID / Active Directory
- Endpoint management
- VPN / network troubleshooting
- ServiceNow
- Incident management
- Device provisioning and imaging
Automation Experience Required:
Candidates should demonstrate hands-on experience in:
- PowerShell scripting
- Intune automation
- Endpoint automation
- Self-healing scripts
- Automated onboarding/offboarding
- Patch management automation
- ServiceNow workflow automation
Required Experience:
- Strong hands-on EUC/EUS operational support experience
- Experience handling enterprise-scale support environments
- Team leadership / people management experience
- Excellent troubleshooting and communication skills
- Ability to perform under pressure during critical incidents
Preferred Profile:
- EUS Technical Lead
- Workplace Support Lead
- EUC Operations Lead
- Desktop Engineering Lead
Profiles to Avoid:
- Purely managerial/governance profiles
- VIP/Executive support-only experience
- Candidates lacking hands-on troubleshooting exposure
- Profiles with vague or high-level technical knowledge only
Mandatory Screening Areas:
- Laptop performance troubleshooting approach
- P1/P2 incident handling experience
- Real-time automation initiatives implemented
- Current hands-on involvement in endpoint troubleshooting
- Team size and operational ownership
Communication Assessment:
- Structured and logical responses
- Clear troubleshooting methodology
- Technical clarity under pressure
- Ability to stay focused and answer precisely
Salary : $90,000 - $100,000