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End User Computing (EUC) Lead

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Location

New York, NY (located near Penn Stations South)

Hybrid Work Schedule

Will be required to work on site at client location 2-3 days each week

Job Description

We are seeking a tech savvy EUS (End User Services) Lead who is excited about the latest Automation and AI technologies. The ideal candidate will bring a strong understanding of Service Desk, End User Computing & End user Experience , Client facing experience and leading large teams in global delivery model ( on/near and offshore).

Key Responsibilities

+ 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

Required Skills

+ Experience with using technology to improve End user Experience & Productivity is must e.g. Chat bot for Service , Nexthink, End user Computing technologies

+ 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

+ Retail industry a plus

+ Exceptional communication skills and attention to detail

+ Ability to juggle time and resources to meet or exceed expectations

+ Maintain professionalism under pressure

+ ITIL knowledge/experience a PLUS

LIST OF TECHNOLOGIES

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

The base compensation range for this role in the posted location is:$75,582 - $170,040

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

**Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees.** In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

+ Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

+ Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)

+ Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)

+ Life and disability insurance

+ Employee assistance programs

+ Other benefits as provided by local policy and eligibility

**Important Notice:** Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant in the United States.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

Ref. code: 384605

Posted on: Dec 29, 2025

Experience Level: Experienced Professionals

Contract Type: Permanent

Location:

New York, NY, US

Brand: Capgemini

Professional Community: Cloud Infrastructure Management

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.