End User Computing Supervisor

The End User Computing (EUC) Supervisor will report to the Director of IT Service Delivery and oversee a team of EUC tech analysts. This position combines hands-on technical leadership with people management responsibilities, ensuring high-quality service delivery and continuous improvement across end-user computing operations. The EUC Supervisor will manage day-to-day activities, provide guidance and mentorship, and drive performance management while maintaining a strong technical presence.

Responsibilities

• Supervise and mentor EUC team members, providing coaching, feedback, and career development.

• Conduct regular performance reviews and manage individual development plans.

• Oversee scheduling, workload distribution, and ensure SLA compliance.

• Maintain and contribute to accurate and up-to-date documentation in ServiceNow.

• Serve as the escalation point for complex EUC issues and ensure timely resolution.

• Act as a liaison between our client and tier 3 support teams.

• Lead initiatives to standardize processes, enhance automation, and optimize lifecycle management.

• Maintain hands-on involvement in imaging, deployment, and troubleshooting and endpoint configuration.

• Ensure accurate asset management and inventory control through ServiceNow CMDB.

• Manage vendor relationships, procurement processes, and contract negotiations for end-user hardware, software and peripherals.

• Monitor and report on lifecycle management, budget alignment, and EUC service quality metrics.

• Identify efficiency gains and drive automation opportunities across EUC workflows.

• Collaborate with finance and IT leadership to forecast and plan procurement needs.

• Partner with IT leadership and technical teams to align EUC strategy with broader organizational goals.

• Communicate effectively with stakeholders during escalations, critical incidents and service impacts.

• Occasional travel, as required.

• Other duties as assigned to help drive our mission of improving the lives of everyone living with cancer.

Key Competencies

• Knowledge and understanding of best practices for end user support.

• An ability to think critically, troubleshoot complex issues and adapt systems or processes as needed.

• Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process

• Proven experience of change management and the ability to qualitatively introduce updates to the technology operating environment

• Strong communication skills, including the ability to be influential and persuasive with stakeholders.

• Desire to lead and mentor technicians. This includes coaching, regular feedback, and career pathing.

• An ability to recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low

• Strong knowledge of hardware, software, and network troubleshooting methodologies

• Solid project management and tracking skills with the ability to multitask under pressure.

• Experience with remote management of client computers and servers

Qualifications

• Bachelor’s degree in Information Systems or related field is preferred.

• 5 years in IT support or EUC roles, with at least 2 years in a leadership or supervisory capacity.

• Strong technical expertise in hardware, software, and network troubleshooting.

• Experience with remote management tools and ITSM platforms (ServiceNow preferred).

• Excellent communication, organizational, and problem-solving skills.

• Basic certification in A and Microsoft Products is preferred; education and/or demonstrated experience may be substituted