EUC Lead – End-User Computing Lead

About the role

The EUC Lead will drive end‑to‑end service delivery for End‑User Computing across the Dubai office. You will oversee incident resolution, service requests, onboarding, and device lifecycle management while ensuring high availability of Windows, Azure AD, and Microsoft 365 environments.

Key responsibilities

• Provide comprehensive EUC support covering incidents, service requests, onboarding, desktop/laptop troubleshooting and software deployment.
• Manage device lifecycle activities: procurement coordination, imaging, deployment, refresh, return and decommissioning.
• Maintain stable support for Windows endpoints, Active Directory, Group Policy, Microsoft 365, Azure AD and Intune.
• Coordinate remote support for VPN, VDI, Citrix and hybrid‑working users across shifts and geographies.
• Lead service‑desk and EUC teams, handling queue management, escalations, staffing, shift rostering and workload allocation.
• Monitor SLA/KPI performance, ageing tickets and drive continuous improvement initiatives.

Required profile

• Proven experience in EUC service delivery and operations.
• Strong leadership skills to manage service‑desk and support teams.
• Ability to work across multiple shifts and geographic locations.

Required skills

• Microsoft 365 administration
• Azure AD fundamentals
• Active Directory
• Intune endpoint management
• ServiceNow or equivalent ITSM platform
• Windows OS
• Group Policy
• VPN, VDI, Citrix
• Device lifecycle management
• Hardware and software asset management
• ITIL‑aligned service operations
• SLA/KPI reporting