Position Description:

Function: End User Support (EUS) Level: 2.5+ / Level 3 Department: Technology Services / Digital Workplace Services

Role Summary We are seeking experienced Global IT Workplace Engineer to deliver, support and provide continual improvement of end-user technology services across the organization. The role will be responsible for ensuring users receive reliable, secure, and efficient IT support while driving workplace technology modernization and operational excellence. The successful candidate will lead end-user support operations, manage workplace technologies, drive service improvements, and work closely with business stakeholders, technology teams, and service providers to deliver a seamless digital employee experience.

Your future duties and responsibilities:

Key Responsibilities End User Services & Operations

• Responsible for the delivery of End User Support services including Service Desk, Deskside Support, VIP Support, Device Management, and Workplace Technology Services.

• Ensure service levels and user satisfaction targets are achieved through effective management of incidents, requests, escalations, and major issues.

• Own and continuously improve ITSM processes including Incident, Problem, Change, Knowledge, and Asset Management.

• Monitor operational performance through KPIs, SLAs, and service reporting.

• Act as the escalation point for critical end-user service issues and major incidents. Workplace Technology Management

• Manage the lifecycle of end-user devices including laptops, desktops, mobile devices, and peripherals.

• Oversee endpoint management platforms such as Microsoft Intune, SCCM/MECM, and Microsoft Entra ID.

• Ensure operating system patching, software deployment, device compliance, and endpoint security standards are maintained.

• Support and enhance collaboration and productivity platforms including Microsoft 365 and Microsoft Teams.

• Work closely with Infrastructure, Cloud, Security, and Network teams to ensure seamless service delivery. Leadership & Stakeholder Management

• Mentor and develop EUS engineers, support analysts, and technical specialists.

• Support resource planning, workload prioritization, and team development.

• Build strong relationships with business stakeholders and understand technology requirements across different business units.

• Provide regular updates on service performance, risks, improvement plans, and technology initiatives.

• Collaborate with project and delivery teams to ensure successful implementation of workplace technology solutions. Vendor & Service Management

• Manage relationships with service providers and technology vendors.

• Review vendor performance against agreed service levels and contractual obligations.

• Participate in budget planning, forecasting, technology procurement, and contract renewals.

• Ensure third-party service delivery aligns with business expectations. Continuous Improvement & Transformation

• Identify opportunities to improve operational efficiency through automation, standardization, and process optimization.

• Support workplace transformation initiatives and adoption of modern workplace technologies.

• Lead pilots and proof-of-concepts for new solutions that improve user experience and supportability.

• Drive a culture of continuous improvement, innovation, and customer service excellence. Governance, Risk & Compliance

• Ensure End User Services operate in accordance with security policies, technology standards, and regulatory requirements.

• Support audit activities and remediation programs.

• Ensure endpoint security, compliance, asset governance, and software licensing requirements are met.

• Maintain and enforce workplace technology standards and operational procedures.

Required qualifications to be successful in this role:

Required Skills & Experience

• Minimum 8 to 10 years of experience in IT Operations, End User Computing (EUC), End User Support (EUS), or Workplace Technology Services.

• Proven experience leading end-user support teams in a medium to large enterprise environment.

• Strong knowledge of:

  • Microsoft 365
  • Microsoft Teams
  • Microsoft Intune
  • SharePoint
  • Certificate Server
  • Defender
  • SCCM / MECM
  • Active Directory / Microsoft Entra ID
  • Endpoint Security Solutions
  • IT Service Management (ITSM)

• Experience managing outsourced support providers and technology vendors.

• Strong troubleshooting, service management, and stakeholder management skills.

• Excellent communication and leadership capabilities.

• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• ITIL Certification

• Microsoft Certified Endpoint Administrator, MD-102

• Microsoft 365 Certifications

• PMP / PRINCE2

• Azure Certifications AZ-900

Success in This Role A successful Senior EUS will:

• Deliver stable and high-performing end-user support services.

• Improve employee digital experience and customer satisfaction.

• Drive endpoint management and workplace technology standards.

• Build strong partnerships with business stakeholders and vendors.

• Lead service improvement and workplace transformation initiatives.

• Develop a high-performing support team while maintaining operational excellence.

Skills:

• Infrastructure

• Leadership

• System Administration

• Delivery Support

• TeamPlayer

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.