Intercontinental Exchange Holdings, Inc.
EUC Manager
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Job Description
Job Purpose
Intercontinental Exchange, Inc. (ICE) is a leading operator of global exchanges, clearing houses, data, and listings services. We connect businesses around the world to unique opportunities in markets that drive the global economy. We are 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. A successful candidate will be able to multitask in a dynamic team-based environment demonstrating strong problem-solving and decision-making abilities and the highest degree of professionalism.
At Intercontinental Exchange (ICE), We're looking for a motivated, results-oriented End User Computing (EUC) Manager to join our team. The EUC group touches on every aspect of ICE’s fast-paced, dynamic culture and utilizes cutting-edge technology to provide for the needs of our users and the company. The ideal manager is technically proficient, possesses an eager attitude, strong desire to mentor and lead their team, excellent communication skills, and a consistently professional demeanor.
The End User Computing team at ICE provides technical support to ICE employees, in addition to being involved in the management of technology systems that include desktop support, remote access, process automation, purchasing, and conference room support.
The EUC Manager will oversee the management and support activities of the End User Computing team. Will be tasked with maintaining ICE’s global standards for end user computing and working closely with local business partners to address their needs by delivering superior technology. The EUC Manager provides leadership in driving continuous service and process improvements and has primary ownership of end user experience in the office locations they support.
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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.
- Project Management
- Setting and managing client expectations.
- Developing a detailed project plan.
- Defining the scope of the project.
- Understanding project risks and assigning team members to specific tasks.
- Budget Planning
- Identify organization’s requirements.
- Creating and maintaining annual team budget.
- Evaluate team performance on a regular basis ensuring KPIs are tracked, and SLAs are met.
- Provide technology support to employees across multiple offices and business units while delivering industry-leading customer experience.
- Support technology deployments including network, telephony, desktop systems, and applications working with various stakeholders. Take lead on Conference room technology deployment and support.
- Build relationships with various internal teams that EUC depends on to get their work done. Take lead in the escalation of high visibility issues.
- Help 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.
- Demonstrates a foundational understanding of AI-powered productivity and analytics tools, including their capabilities, limitations, and appropriate use cases.
- Identify opportunities where AI can augment team performance or optimize end-user experience, recommending solutions where appropriate.
- Utilize AI solutions to streamline workflows, support decision-making, enhance communication, and improve operational efficiency within EUC initiatives.
- Applies AI responsibly and ethically, following organizational guidelines related to data privacy, security, and compliance.
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Knowledge and Experience
- Bachelor’s degree in computer science or related, or equivalent experience (minimum 2-year management experience required)
- Technical experience working in a Microsoft AD environment and other related technologies. Working knowledge of MACs and end point 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.
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