End User Computing Team Lead

Job Title: End User Computing Team Lead

Department: Managed IT

Job Type: Full Time

Job Classification: Exempt, salary

Work Location: Remote

Reports to: Service Delivery Manager

About Focus

Focus is a leading healthcare IT company dedicated to providing a comprehensive technology platform tailored to meet the needs of healthcare practices. We integrate fragmented technologies into a seamless, intuitive technology ecosystem to enhance clinical and operational efficiency.

We foster a collaborative, inclusive work culture, and our organization is experiencing rapid growth. We’re looking for candidates eager to grow with us. As a fully remote company, we offer flexibility and work-life balance while maintaining a strong sense of teamwork and connection.

About the Role

The EUC Team Lead combines team leadership with hands-on technical support to ensure consistently high-quality service. This role manages staffing, scheduling, coaching, queue operations, and performance to meet SLA targets while resolving escalations, removing obstacles, and helping the team succeed.

The EUC Team Lead develops team members, serves as the primary escalation point for complex technical issues, and improves processes, documentation, and service delivery. Reporting to the EUC Service Delivery Manager, this role supports organizational success by ensuring consistently excellent EUC service.

Key Responsibilities

Leadership & Team Management

• Direct the day-to-day efforts of EUC team members in achieving strategic and operational objectives, SLA targets, and customer satisfaction goals.
• Develop, coach, and evaluate team members to ensure efficient, high-quality EUC delivery; provide coaching summaries and corrective actions with guidance from the EUC Service Delivery Manager.
• Manage team scheduling with emphasis on coverage, adherence, and future planning; arrange shift coverage as necessary for after-hours or unexpected absences.
• Conduct regular QA auditing and one-on-one sessions with assigned team members to reinforce performance standards.
• Train team members on customer accounts, environments, tools, and evolving technologies on a continuous basis.
• Identify gaps in procedures; develop and maintain standard operating procedures and knowledge base articles for common EUC scenarios.
• Analyze incident and request trends to identify process improvement opportunities, shift-left candidates, and incident reduction strategies.
• Monitor the ticket queue for correct assignment, aging, and timely updates; apply analytics to surface recurring productivity or customer satisfaction concerns.
• Collaborate with other service areas and leadership to propose and implement tool, process, and service improvements.
• Attend and participate in internal and customer-facing meetings; complete associated action items by deadlines.
• Support new customer go-live and unwind activities; oversee completion of team assigned tasks by deadlines.
• Create recurring and ad-hoc operational reports as required.
• Anticipate operational and implementation challenges; develop and implement preventive measures.

Technical Leadership & EUC Support

• Provide remote EUC support as needed to support team coverage, address urgent needs, or ensure a positive end-user experience.
• Serve as a technical escalation resource for Level 1 Service Desk and EUC team members, helping guide complex troubleshooting and client communication when additional support is needed.
• Oversee Request, Incident, Change, and Problem Management activity within SLA expectations, stepping in directly when needed to keep work moving and maintain service quality.
• Support VIP and executive-level users as needed, with an emphasis on coordination, clear communication, and ensuring the right technical resources are engaged.
• Maintain awareness of corporate structure and business workflow across departments to prioritize tickets, trigger follow-ups, and proactively prevent incidents.
• Participate in documentation activities that expand Level 1 Service Desk resolution capabilities.
• Coordinate with Infrastructure and Security teams on maintenance and project work; provide direct assistance when needed to support EUC-related outcomes.
• Maintain flexibility to support after-hours or rotational coverage needs when required to protect service continuity.

Requirements

• Minimum 5+ years of direct customer IT support experience in an EUC or infrastructure support environment.
• Minimum 1+ years of experience in a team lead, supervisor, or senior technical role.
• Proven coaching, mentoring, and people development skills; demonstrated track record of service excellence.
• Windows 11 proficiency; hardware and software troubleshooting on laptops and desktops.
• Networking fundamentals: TCP/IP, OSI model, DNS, DHCP, NAT, VLANs, VoIP basics, wireless concepts.
• Experience with Microsoft Intune, NinjaOne, or similar endpoint management platforms.
• Proficiency with PSA/ticketing systems; prior ITIL/incident management experience.
• Demonstrated ability to analyze operational metrics, produce reports, and drive continuous improvement.
• Outstanding written and verbal communication skills; ability to present to managers, clients, and executive-level users.
• Highly organized with a demonstrated ability to manage competing priorities in fast-paced, dynamic environments.
• Ability to adapt to new technology as it is introduced into the environment.

Desired Skills

• ITIL Foundation certification or equivalent ITIL training.
• Familiarity with scripting or automation (PowerShell, etc.) to streamline EUC workflows.
• Experience supporting VIP or executive-level users in a high-demand environment.

Education & Certifications

• Associate degree or higher required; relevant work experience considered in lieu of degree.
• CompTIA A+ Certification or higher preferred.
• Microsoft Certified Professional (MCP) or equivalent preferred.
• ITIL Foundation certification preferred.

What We Offer

• Remote work environment.

• Robust benefits package including health, dental, and vision insurance

• 401(k) retirement plan with company match

• Professional growth opportunities, including training and development.

• Opportunities to receive bonuses for new employee referrals and designated Microsoft Solutions certifications.

• A supportive, inclusive, and fun work culture that encourages collaboration and innovation.

Focus Solutions is an equal opportunity employer and will consider all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.