EUC Lead / End-User Computing Lead

Job Title – EUC Lead / End-User Computing LeadCompany – TCS (MEA)Location – Dubai, United Arab EmiratesJob type – Full timeAbout Us :Tata Consultancy Services (TCS) is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 50 years. TCS offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions. This is delivered through its unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development.A part of the Tata group, India's largest multinational business group, TCS has over 616,171 of the world’s best-trained consultants with 157 nationalities in 53 countries. For more information, visit www.tcs.com and follow TCS news at @TCS_News.Job Description:Required Skills & ExperienceEUC Service Delivery and OperationsLead end-to-end EUC support covering incidents, service requests, onboarding, desktop/laptop support, software deployment and end-user productivity issues.Manage desktop, laptop and peripheral lifecycle activities, including procurement coordination, imaging, deployment, refresh, return and decommissioning.Ensure stable support for Windows endpoints, Active Directory users/devices, Group Policy, Microsoft 365, Azure AD and endpoint management tools such as Intune.Coordinate remote support for VPN, VDI, Citrix and hybrid-working users while maintaining service continuity across shifts and geographies.Service Desk Leadership and SLA GovernanceLead service desk and EUC support teams, including queue management, escalation handling, staffing, shift rostering, workload allocation and service quality reviews.Monitor SLA/KPI performance, ageing tickets, breached tickets, backlog trends and recurring issues; drive corrective actions to improve service levels.Prepare daily, weekly and monthly operational reports, SLA dashboards, governance inputs and stakeholder updates.Coach and mentor team members on technical troubleshooting, customer communication, ITIL processes and ticket hygiene.Incident and Major Incident ManagementOwn EUC-related P1/P2 and high-priority incidents from triage to resolution, including stakeholder communication and service restoration tracking.Coordinate major incident bridge calls with resolver groups, infrastructure teams, application owners, vendors and business stakeholders.Drive RCA completion, preventive action tracking and recurrence reduction for repeated EUC incidents.Analyse incident patterns and implement process improvements to reduce resolution time and improve end-user experience.Asset, CMDB and Compliance ManagementMaintain accurate hardware asset, software asset and CMDB records for end-user devices, peripherals and related configuration items.Perform CMDB reconciliation, stale record clean-up, CI relationship validation and asset-to-user/service mapping.Support software discovery, licence compliance, usage analysis and adherence to vendor/software policies.Partner with infrastructure, service desk, finance/procurement and vendor teams to maintain accurate inventory and lifecycle governance.Continuous Improvement and Stakeholder ManagementIdentify opportunities to standardise EUC processes, improve ticket resolution, reduce repeat incidents and strengthen governance discipline.Engage with client stakeholders and internal leadership for operational reviews, escalations, audit inputs, service improvement plans and service readiness.Contribute to business continuity, disaster recovery readiness and endpoint recoverability activities where EUC dependencies are involved.Promote a customer-centric, compliant and automation-aware EUC operating culture.Required Technical SkillsEnd-User Computing operations, desktop/laptop support and device lifecycle managementWindows OS, Active Directory, Group Policy, endpoint configuration and endpoint complianceMicrosoft 365 administration, Azure AD fundamentals and Intune / endpoint management exposureVPN, VDI, Citrix and remote support operating modelsServiceNow or equivalent ITSM platform, including incident, request, asset and CMDB modulesHardware Asset Management, Software Asset Management and CMDB governanceIncident Management, Major Incident Management, RCA and ITIL-aligned service operationsSLA/KPI reporting, dashboard preparation, ticket trend analysis and continuous improvementLeadership and Behavioural SkillsStrong team leadership with experience in mentoring, shift planning, workload allocation and service quality governance.Clear stakeholder communication for escalations, operational reporting, governance meetings and major incident updates.Ability to work with cross-functional infrastructure, application, network, vendor and business teams.Customer-focused approach with attention to service continuity, user experience and operational discipline.Analytical mindset to identify trends, improve processes and reduce recurring incidents.Preferred CertificationsITIL Foundation or higher certificationMicrosoft Azure Fundamentals (AZ-900) or equivalent Microsoft cloud fundamentalsServiceNow Certified System Administrator or relevant ITSM certificationMicrosoft endpoint, M365, Intune, desktop or modern workplace certifications are desirableSuccess MeasuresSLA adherence and improved ticket ageing/backlog positionImproved first-time resolution and reduced repeat incidentsAccurate asset/CMDB inventory and reduced stale/duplicate configuration recordsTimely major incident coordination, RCA closure and preventive action completionPositive end-user experience, service quality and stakeholder satisfactionThank you for expressing interest in this role at TCS. We will review your application and reach out to you if your profile aligns with our requirements for this opportunity.Application Deadline : 30-Aug-2026Privacy Note:https://www.tcs.com/connect-with-tcs/privacy-policy