Job Title:
EUC Programme Manager – Onsite End User Support
Location: Hamburg
About the Role:
We are seeking an experienced EUC Programme Manager with strong modern workplace and hands-on support capabilities to oversee and deliver end-to-end onsite EUC services. The role is essential to the delivery of seamless end user device and support services, including break-fix, laptop delivery, mobile device management, tech bar, and walk-up support.
You will work closely with the End User Computing (EUC) team and key business stakeholders to ensure exceptional user experience across all support channels while driving process improvement and operational consistency.
Key Responsibilities:
Manage and lead the day-to-day onsite EUC operations across key service areas including:
Laptop staging, delivery, and refresh
Break-fix support and troubleshooting
Tech bar setup and operations (walk-up support desks)
Mobile device provisioning and support
Incident resolution and escalation handling
Coordinate with service delivery teams and vendors to ensure device availability, logistics, and SLA adherence.
Act as a primary contact point for onsite IT support escalation, monitoring performance, and identifying improvement opportunities.
Collaborate with the Modern Management team for device enrollment (Intune/JamF), configuration, and patch compliance.
Work with internal teams to support Microsoft Intune and Apple JamF environments, ensuring proper device registration, compliance, and health monitoring.
Oversee communication and scheduling for device rollouts, replacements, and upgrades in alignment with project goals.
Ensure compliance with security and IT policies, particularly regarding Conditional Access, MFA, and device compliance baselines.
Maintain accurate asset records, update CMDB entries, and support physical inventory checks.
Assist with service documentation, user guides, and training for common EUC support tasks.
Key Skills Required:
Proven experience in managing onsite EUC operations or technical field services.
Solid understanding of Windows 10/11, macOS, iOS, and associated hardware.
Strong working knowledge of Intune, JamF, Autopilot, and Apple Business Manager.
Experience running Tech Bars / IT walk-up desks and coordinating in-person support.
Familiarity with ticketing systems like ServiceNow and managing SLA compliance.
Hands-on experience with break-fix diagnostics and resolving user hardware issues.
Ability to manage, prioritise and coordinate multiple onsite support activities.
Excellent verbal and written communication skills; able to manage users and stakeholders effectively.
Desirable Skills:
Experience with Microsoft Defender for Endpoint.
Familiarity with mobile device platforms and MDM tools (e.g. Workspace One, Samsung Knox, SOTI).
Exposure to directory and identity management systems such as Entra ID (Azure AD).
ITIL Foundation and/or Prince2/Agile delivery methodologies.