Job Summary:
Cognizant is seeking an End User Support Manager for a full-time opportunity. The End User Computing (EUC) Manager will lead and oversee Deskside and Field Services operations, ensuring high-quality end-user support and operational excellence across remote and on-site environments.
Responsibilities:
• Lead and manage EUC operations, including deskside support, field services, and Tech Lounge activities, ensuring consistent and high-quality end-user experience.
• Oversee end-user support across multiple channels (phone, email, remote tools, and in-person), ensuring SLA adherence and user satisfaction.
• Drive efficient user onboarding processes, including account provisioning, device setup, and software deployment.
• Manage enterprise endpoint ecosystem, including deployment and administration of devices using MDM platforms such as Jamf and Microsoft Intune
• Ensure effective troubleshooting and resolution of endpoint issues related to configuration, connectivity, and security compliance.
• Oversee support for workplace infrastructure, including printers, AV systems, and conference room technologies.
• Govern endpoint lifecycle management, including imaging (PXE, Autopilot, Mac imaging), patching, upgrades, and asset refresh programs.
• Provide oversight on tools such as SCCM and Intune for software distribution, patch management, and device compliance.
• Collaborate with cross-functional IT teams to resolve escalations and drive continuous service improvements.
• Ensure accurate documentation of incidents, resolutions, and knowledge articles within the ticketing system (e.g., ServiceNow)
• Drive IT Asset Management (ITAM) practices, ensuring full lifecycle tracking from procurement to retirement.
• Maintain data integrity of CMDB, ensuring accurate and up-to-date configuration and asset records.
• Enforce adherence to organizational policies, security standards, and audit requirements.
• Manage on-call rotations and ensure availability of after-hours support coverage.
Qualifications:
Required:
• Authorized to work in the US.
• Strong experience in EUC/Deskside/Field Services management.
• Expertise in MDM tools (Jamf, Intune) and endpoint management (SCCM, Intune).
• Solid understanding of device imaging and deployment technologies (PXE, Autopilot, Mac imaging).
• Hands-on experience in AV support and workplace technology management.
• Strong knowledge of ITIL processes, ServiceNow, and ITAM/CMDB best practices.
• Excellent stakeholder management, communication, and team leadership skills.
Company:
Cognizant is a professional services company that helps clients alter their business, operating, and technology models for the digital era. Founded in 1994, the company is headquartered in Teaneck, USA, with a team of 10001+ employees. The company is currently Late Stage.