Manager, End User Computing - Churchill Downs Incorporated : Job Details

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 include the following:Manage initiatives and help prioritize the workload for the Endpoint Administrator teamResponsible for the end-to-end processes and practices for all end user assets: Manage the lifecycle of PCs (Windows and Macbooks), including procurement, inventory, imaging, deployment, maintenance, and retirementManage the lifecycle of mobile devices (iPhone and Android), including procurement, inventory, deployment, maintenance, and retirementPartner with Information Security teams to ensure compliance with IT security policies, including patching, encryption, and EDR/XDR protectionManage software deployment and patching for all user devices using enterprise tools such as Ivanti EPM, Intune, Jamf, Mobile Iron or similarDesign, document and communicate PC build, mobile device, and application packaging operational processes and strategyDevelop and maintain user asset SOPs and monitor operationsEvaluate current and evolving industry trends and products to determine how they apply to or will impact the end user experienceEnsure timely and effective resolution of user support issues via Service Desk operationsMonitor and report on key performance indicators (KPIs), SLAs, and customer satisfaction metricsDrive continual service improvement (CSI) efforts across EUC servicesDevelop training and support documentation for end users and support staffManage vendor relationships related to EUC hardware, software, and servicesReport/trend analysis of IT issues, problems, and potential risksDemonstrated ability to develop the skills of others, both technically and non-technicallyIdentifies and responds to development and coaching needs of all personnelWork independently and maintains a high degree of professional and ethical conduct at all timesExhibits leadership qualities in daily responsibilitiesPerform related duties as assigned and unrelated duties as requestedREGULATORYAbility 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 roleStrong understanding of hardware asset management and asset lifecyclesProven experience with Windows OS, macOS, Microsoft O365, Active Directory, and endpoint management platforms in a medium to large enterprise environmentFamiliarity with mobile device management (MDM) and security practices for endpointsExperience with IT suppliers including contract negotiation and performance managementExcellent leadership, communication, and project management skillsAbility to think strategically and holisticallyThe applicant must be able to attain and retain racing and gaming licenses in the various jurisdictions in which CDI operatesSKILLS and ATTRIBUTES:Detail orientedExperience with ITIL service management frameworkStrong understanding of end user hardware technologies and OS patching best practices and processesExperience of hardware asset management and asset lifecycleDemonstrated leadership skills, ability to provide direction, constructive feedback and employee counseling when necessaryExcellent written and verbal communication skillsWorks independently and multi-tasks.PHYSICAL DEMANDS/ WORKING CONDITIONS:Extended periods of sitting at a desk and working on a computerRegular use of a keyboard and mouse for typing and navigating softwareViewing a computer screen for prolonged periodsAbility to manipulate paperwork, including filing, sorting, and organizingMoving within the office environment to attend meetings, use office equipment, or interact with colleaguesOccasional 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 conferencingWorking in a climate-controlled office environment with moderate noise levelsPerforming repetitive tasks such as data entry or document preparationWorking under artificial lighting conditions typical of an office environment, which may include fluorescent or LED lightingEqual Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.#J-18808-Ljbffr