EUC Lead

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

EUC Lead

New York, NY

The EUC Supervisor leads a team of IT professionals providing priority response and resolution for IT incidents and requests.

• 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.

• 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.
• Friendly and approachable demeanor and professional appearance.
• Enthusiasm, resilience, and a positive attitude.
• Well-developed sense of urgency and ability to multitask.
• Exceptional communication skills.
• Attention to detail.
• Ability to juggle time and resources to meet or exceed expectations.
• Maintain professionalism under pressure.
• ITIL knowledge/experience a PLUS.

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, Log Me In , Bomgar, etc.), Citrix, virtualization (i.e. VMware or Parallels), VPN connectivity, TCP/IP networking, wireless and mobile networking, Mobile Device Management (i.e. Mobile Iron), Microsoft Office Suite, Microsoft Exchange (on-prem and Office 365 cloud), A/V equipment, Helpdesk ticketing systems (i.e. Service Now), 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.)

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.