Overview

A large IT managed services provider engaged International Digital Partners (IDP) to support a global travel and leisure client in transforming its End-User Computing (EUC) support function.

The client's existing EUC team was struggling to meet service demands, resulting in declining performance, low customer satisfaction, and operational inefficiencies.

Challenge

The managed services provider and its end client faced mounting operational challenges:

• Underperforming EUC Support Team

  • Existing team of five engineers unable to keep pace with ticket volume

  • Slow response and resolution times impacting business operations

• Low Customer Satisfaction

  • Poor communication with end users

  • Inconsistent support experience across tickets

• Inefficiency & Lack of Scalability

  • Reactive support model with limited process optimization

  • Inability to scale resources to meet demand

• High Attrition & Delivery Instability

  • Ongoing retention challenges within the incumbent team

  • Knowledge gaps and lack of continuity

• Pressure on Managed Services Provider

  • Risk of losing the client due to declining service quality

  • Need for rapid improvement without disrupting operations

Solution

IDP implemented a rapid team replacement and stabilization strategy, delivering a high-performing nearshore EUC support team with built-in governance.

Rapid Team Deployment (Within 60 Days)

• Replaced the entire EUC team with 5 nearshore End-User Computing Engineers

• Resources fully onboarded and operational within 2 months

• Delivered with:

  • Fluent English communication

  • Full EST time zone alignment

  • Cost-effective nearshore model

What the EUC Team Delivered

The End-User Computing team provided frontline and advanced support for enterprise users, including:

• Desktop & Laptop Support

  • Troubleshooting hardware and software issues

  • Imaging, provisioning, and device lifecycle management

• Operating Systems & Applications

  • Windows and enterprise application support

  • Patch management and system updates

• User Access & Identity Support

  • Active Directory administration

  • Account provisioning, password resets, and access troubleshooting

• Collaboration Tools Support

  • Email (Exchange/Outlook), Teams, and productivity tools

• Ticket Management & Resolution

  • High-volume ticket handling via ServiceNow

  • SLA-driven response and resolution

• End-User Experience

  • Direct interaction with employees to resolve technical issues

  • Focus on clear communication and customer satisfaction

Dedicated Talent Management Layer (Key Differentiator)

IDP provided a Project Manager at no additional cost, serving as a critical layer of governance and performance optimization.

Project Manager Responsibilities

• SLA & Performance Management

  • Monitored ticket queues, response times, and resolution metrics

  • Ensured adherence to SLAs and KPIs

• Quality Assurance

  • Reviewed ticket handling quality and communication standards

  • Provided continuous feedback and coaching to engineers

• Team Coordination

  • Managed scheduling, coverage, and workload distribution

  • Ensured optimal alignment with peak demand periods

• Client Communication

  • Acted as a liaison between the managed services provider and the EUC team

  • Provided regular performance updates and reporting

• Continuous Improvement

  • Identified process inefficiencies and recommended optimizations

  • Helped transition the team from reactive support to structured operations

This layer ensured the team operated not just as individuals, but as a cohesive, high-performing unit.

Execution

IDP executed a seamless transition with minimal disruption:

• Parallel transition approach to avoid service gaps

• Rapid onboarding and knowledge transfer from outgoing team

• Immediate alignment to ServiceNow workflows and SLAs

• Strong emphasis on communication, responsiveness, and accountability

• Establishment of a performance-driven support culture

Results

• Full Team Replacement in 60 Days

  • No disruption to ongoing operations

• Stabilized EUC Support Function

  • Improved responsiveness and service consistency

• Scalable Support Model

  • Ability to expand team as demand increases

• Enhanced Delivery Oversight

  • Governance layer improved efficiency and accountability

Key Takeaways

IDP enabled a managed services provider to rapidly recover and enhance its EUC delivery by:

• Delivering a fully operational team within 60 days

• Providing cost-effective, high-quality nearshore talent

• Embedding a governance layer through dedicated project management

• Creating a foundation for scalable, high-performance support operations