Title:  Manager, End-User Computing

JOB SUMMARY

The Manager, End User Computing (EUC) is responsible for overseeing the technology, team and processes related to end-user PCs, printers, mobile devices, etc. including lifecycle and key vendor management for the company. This position leads the planning, implementation, and ongoing support of end-user technology services, with a strong emphasis on the quality of user experience. Through close collaboration with internal stakeholders and IT leadership, this role drives the delivery of high-quality, reliable solutions. By providing direction and leadership to a team of IT Endpoint Administrators, this role guides all efforts in endpoint management, related continuous service improvement, user equipment deployment, patching, KPI’s and metrics across desktop, print, and mobile device environments company wide.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage initiatives and help prioritize the workload for the Endpoint Administrator team
• Responsible for the end-to-end processes and practices for all end user assets:
o Manage the lifecycle of PCs (Windows and Macbooks), including procurement, inventory, imaging, deployment, maintenance, and retirement
o Manage the lifecycle of mobile devices (iPhone and Android), including procurement, inventory, deployment, maintenance, and retirement
o Partner with Information Security teams to ensure compliance with IT security policies, including patching, encryption, and EDR/XDR protection
o Manage software deployment and patching for all user devices using enterprise tools such as Ivanti EPM, Intune, Jamf, Mobile Iron or similar
o Design, document and communicate PC build, mobile device, and application packaging operational processes and strategy
• Develop and maintain user asset SOPs and monitor operations
• Evaluate current and evolving industry trends and products to determine how they apply to or will impact the end user experience
• Ensure timely and effective resolution of user support issues via Service Desk operations
• Monitor and report on key performance indicators (KPIs), SLAs, and customer satisfaction metrics
• Drive continual service improvement (CSI) efforts across EUC services
• Develop training and support documentation for end users and support staff
• Manage vendor relationships related to EUC hardware, software, and services
• Report/trend analysis of IT issues, problems, and potential risks
• Demonstrated ability to develop the skills of others, both technically and non-technically
• Identifies and responds to development and coaching needs of all personnel
• Work independently and maintains a high degree of professional and ethical conduct at all times
• Exhibits leadership qualities in daily responsibilities
• Perform related duties as assigned and unrelated duties as requested

REGULATORY

• Ability to obtain racing and/or gaming licenses as required in any jurisdiction where CDI operates. The Gaming industry is highly regulated and as such demands an extensive background check to obtain a license. Must be 21 years of age or older.

• Ability to obtain racing and/or gaming licenses as required in any jurisdiction where CDI operates. The Gaming industry is highly regulated and as such demands an extensive background check to obtain a license. Must be 21 years of age or older.

EDUCATION AND EXPERIENCE

•    Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
•    5+ years of experience in IT end-user computing, with at least 3 years in a leadership or management role
•    Strong understanding of hardware asset management and asset lifecycles
•    Proven experience with Windows OS, macOS, Microsoft O365, Active Directory, and endpoint management platforms in a medium to large enterprise environment
•    Familiarity with mobile device management (MDM) and security practices for endpoints
•    Experience with IT suppliers including contract negotiation and performance management
•    Excellent leadership, communication, and project management skills
•    Ability to think strategically and holistically
•    The applicant must be able to attain and retain racing and gaming licenses in the various jurisdictions in which CDI operates

REQUIRED SKILLS AND ABILITIES

• Detail oriented
• Experience with ITIL service management framework
• Strong understanding of end user hardware technologies and OS patching best practices and processes
• Experience of hardware asset management and asset lifecycle
• Demonstrated leadership skills, ability to provide direction, constructive feedback and employee counseling when necessary
• Excellent written and verbal communication skills
• Works independently and multi-tasks.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

•    Extended periods of sitting at a desk and working on a computer 
•    Regular use of a keyboard and mouse for typing and navigating software 
•    Viewing a computer screen for prolonged periods 
•    Ability to manipulate paperwork, including filing, sorting, and organizing 
•    Moving within the office environment to attend meetings, use office equipment, or interact with colleagues 
•    Occasional lifting of office supplies or paperwork (up to 20 pounds) 
•    Speaking and listening to colleagues and clients in person, over the phone, or via video conferencing 
•    Working in a climate-controlled office environment with moderate noise levels 
•    Performing repetitive tasks such as data entry or document preparation 
•    Working under artificial lighting conditions typical of an office environment, which may include fluorescent or LED lighting