Operation Manager - End User Computing (EUC) / Desktop Support

General Information

Req #

WD00101254

Career area:

Services

Country/Region:

India

State:

Karnataka

City:

BANGALORE

Date:

Monday, June 22, 2026

Working time:

Full-time

Additional Locations:

India - Karnātaka - Bangalore

India - Karnātaka - BANGALORE

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Role Description

The Service Delivery Manager is responsible for leading End User Computing (EUC), Desktop Support, Service Desk, and VIP Support operations to deliver high-quality IT services in line with agreed Service Level Agreements (SLAs). The role ensures seamless IT support, drives service excellence, manages customer relationships, and continuously improves operational efficiency through process optimization, automation, and effective stakeholder management. The incumbent will lead cross-functional teams, manage escalations, oversee vendor performance, and ensure customer satisfaction while maintaining a secure and reliable IT environment.

Key Responsibilities:

Lead and manage Desktop Support, IT Service Desk, and VIP Support operations to ensure consistent, high-quality service delivery.

Ensure compliance with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets.

Take ownership of critical incidents by coordinating with technical teams, vendors, and business stakeholders to ensure timely resolution.

Drive post-incident reviews and implement corrective and preventive actions.

Monitor service performance and recommend continuous improvement initiatives.

Customer & Stakeholder Management

Build and maintain strong relationships with customers, business stakeholders, vendors, and internal support teams.

Ensure high levels of customer satisfaction through proactive communication and effective issue resolution.

Act as the primary escalation point for service-related issues.

Coordinate with on-site facilities and technical teams to ensure readiness for service delivery activities.

Operations & Process Improvement

Analyze internal and third-party service delivery processes to identify improvement opportunities.

Develop and implement service improvement plans to enhance operational efficiency.

Identify opportunities for automation and process standardization.

Develop a strong understanding of customer projects and business requirements to ensure successful service delivery.

End User Computing (EUC) Management

Oversee desktop lifecycle management, including provisioning, deployment, redeployment, and retirement of devices.

Supervise desktop management teams to ensure optimal performance of PCs, laptops, mobile devices, and peripheral equipment.

Ensure timely processing of orders for new devices and redeployment of existing assets.

Collaborate with technical teams to establish standards for desktop hardware, software, security, and endpoint management.

Security & Compliance

Ensure timely deployment of operating system updates, security patches, and antivirus definitions across all managed endpoints.

Maintain compliance with organizational security standards and IT policies.

Support endpoint security initiatives and vulnerability remediation activities.

Collaboration & Meeting Room Technology

Ensure availability and operational readiness of meeting room technologies, including conferencing systems, presentation software, and audiovisual equipment.

Provide technology support for executive meetings and corporate events.

Train and educate users on effective utilization of collaboration and conference room technologies.

Escalation & Technical Coordination

Manage escalations from customer support teams, Premier Technical Support teams, Technical Account Managers, and other stakeholders.

Coordinate with internal technical teams and vendors for complex issue resolution.

Provide technical feedback and recommendations to improve service delivery processes.

Reporting & Governance

Prepare and present regular operational reports, dashboards, SLA metrics, and service reviews to management.

Maintain documentation related to service delivery, operational procedures, and performance reporting.

Track and report SLA compliance, service trends, risks, and improvement initiatives.

Financial & Vendor Management

Manage vendor relationships to ensure contractual service obligations are met.

Support customer and vendor invoicing for services delivered.

Monitor service costs and identify opportunities for operational efficiencies.

People Management

Lead, mentor, and develop service delivery, desktop support, and service desk teams.

Manage recruitment, onboarding, performance evaluations, coaching, and career development.

Foster a culture of collaboration, accountability, and continuous improvement.

Product & Knowledge Management

Develop and maintain knowledge of Lenovo products, services, and internal processes.

Identify opportunities for productivity improvements through tools, automation, and best practices.

Promote knowledge sharing across support teams to improve first-time resolution and service quality.

Key Performance Indicators (KPIs)

SLA and KPI compliance

Customer Satisfaction (CSAT)

First Call Resolution (FCR)

Mean Time to Resolve (MTTR)

Incident and Problem Resolution Effectiveness

Endpoint Compliance (Patching & Antivirus)

Service Improvement Initiative Delivery

Team Productivity and Performance

Customer Escalation Reduction

Asset Deployment and Lifecycle Management Accuracy

Preferred Skills & Competencies

IT Service Management (ITIL Framework)

End User Computing (EUC) & Desktop Support

Incident, Problem & Change Management

Vendor & Stakeholder Management

Service Level Management

Microsoft Windows, Microsoft 365, Endpoint Management (SCCM/MECM/Intune)

Endpoint Security & Patch Management

Asset Lifecycle Management

Reporting & Dashboarding

Leadership, Coaching & Team Management

Excellent Communication and Customer Service Skills

Preferred Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related discipline.

ITIL Foundation Certification (preferred).

Microsoft Endpoint Management or equivalent certifications (preferred).

8–12+ years of experience in IT Infrastructure, End User Computing, or Service Delivery Management.

Additional Locations:

India - Karnātaka - Bangalore

India - Karnātaka - BANGALORE

India

India - Karnātaka

India - Karnātaka - Bangalore , India - Karnātaka - BANGALORE

NOTICE FOR PUBLIC

At Lenovo, we follow strict policies and legal compliance for our recruitment process, which includes role alignment, employment terms discussion, final selection and offer approval, and recording transactions in our internal system. Interviews may be conducted via audio, video, or in-person depending on the role, and you will always meet with an official Lenovo representative.

Please beware of fraudulent recruiters posing as Lenovo representatives. They may request cash deposits or personal information. Always apply through official Lenovo channels and never share sensitive information. Lenovo does not solicit money or sensitive information from applicants and will not request payments for training or equipment.

Kindly verify job offers through the official Lenovo careers page or contact IndiaTA@lenovo.com. Stay informed and cautious to protect yourself from recruitment fraud. Report any suspicious activity to local authorities.