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About the Role
The End User Computing (EUC) Manager will oversee the management and support activities of the End User Computing team, maintaining global standards and addressing user needs by delivering superior technology. This role involves driving continuous service and process improvements, with primary ownership of the end-user experience in supported office locations.
Responsibilities
- Recruit, mentor, and motivate a team of EUC Analysts and Engineers to build a high-performance team.
- Lead by example in showing a sense of urgency in resolving issues, and ensuring work is done to a high quality.
- Manage projects, including setting client expectations, developing project plans, defining scope, understanding risks, and assigning tasks.
- Create and maintain the annual team budget.
- Evaluate team performance, ensuring KPIs are tracked and SLAs are met.
- Provide technology support to employees across multiple offices and business units, delivering industry-leading customer experience.
- Support technology deployments (network, telephony, desktop systems, applications) with various stakeholders.
- Lead Conference room technology deployment and support.
- Build relationships with internal teams and lead the escalation of high visibility issues.
- Enhance end-user documentation and internal Knowledge Base articles.
- Identify and pursue opportunities for automation of common issues and requests.
- Manage hardware inventory.
- Support local activities including M&A, BCP, and other location-specific IT activities.
- Promote ICE standards and culture in interactions with end users.
- Demonstrate a foundational understanding of AI-powered productivity and analytics tools.
- Identify opportunities where AI can augment team performance or optimize end-user experience.
- Utilize AI solutions to streamline workflows, support decision-making, enhance communication, and improve operational efficiency.
- Apply AI responsibly and ethically, following organizational guidelines for data privacy, security, and compliance.
Requirements
- Minimum 2-year management experience required.
- Technical experience working in a Microsoft AD environment and other related technologies.
- Working knowledge of MACs and endpoint management, network, and workstation technologies.
- Familiarity with AV/Conference Room technology in a corporate environment.
- Experience using IT Service Management tools like ServiceNow.
- Experience multitasking in a high-pressure & fast-paced environment.
- Strong organizational, project management, and performance-oriented time management skills.
Skills
- Microsoft AD environment
- MACs and endpoint management
- Network technologies
- Workstation technologies
- AV/Conference Room technology
- IT Service Management tools (e.g., ServiceNow)
- Project management
- Time management
- AI-powered productivity and analytics tools
Location
- Global
Work Type
- Full-time
Experience Level
- Manager
Education Level
- Bachelor's degree in computer science or related, or equivalent experience
About the Company
- Intercontinental Exchange, Inc. (ICE) is a leading operator of global exchanges, clearing houses, data, and listings services.
- ICE connects businesses around the world to unique opportunities in markets that drive the global economy.
- ICE is a diverse and inclusive company that values innovation, collaboration, and excellence.
- ICE team members work across departments and traditional boundaries to innovate and respond to industry demand.