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Desktop Operations Manager


This is a Full-time position in Allen, TX posted July 19, 2021.

Experian is the leading global information services company, providing data and analytical tools to our clients around the world. We have always believed that data has the potential to transform lives and create a better tomorrow. We are transforming data into something meaningful: helping businesses to manage credit risk, preventing fraud, targeting marketing offers and automating decision making. We have been named one of the “World’s Most Innovative Companies” by Forbes for 3 years in a row. Experian has operated at the center of Big Data since before the phrase was coined. Few companies can offer information services on an equivalent scaleExperian IT Services is the centralized technology organization that globally supports all of Experian. Our organization is comprised of about 2,000 employees across the globe supporting and improving our business-critical IT environment/ecosystem. Experian IT Services includes Infrastructure Services, Cyber & Information Security, and Enterprise Architecture. We drive growth through reusable technology providing quicker time to market for solutions, increased productivity, and a more secure environmentWe are looking for an experienced Global Desktop Operations Manager to join our team. The Global Employee Technology & Operations team is a large, global team that provides operational end user desktop support to our internal employees around the globe. The team is made up of Governance, Helpdesk, Field Services, PC Refresh, Asset Management, Desktop Engineering and Campus Support.The Global Desktop Operations Manager will be responsible for providing day-to-day operational leadership to the ET&O support teams. The Global Desktop Operations Manager will also be responsible for managing several global outsourced support teams on a daily basisRESPONSIBILITIES INCLUDE BUT NOT LIMITED TO:* Responsible for the daily operations of the Helpdesk and Field Services teams* Ensure that SLA’s for the Helpdesk and Field Services teams are met* Required to meet with Executives and Business leaders globally to provide updates, service improvement plans and be the escalation point for operations* Point of escalation for all complaints, issues, queries, projects, etc.* Provide positive, proactive, business-focused level of service* Build relations with colleagues within the business to promote ET&O* Building a network of support contacts around global Experian to improve EITS services* Provide backup in the Global Directors’ absence to manage incidents and escalations* Escalate and ensure customer focused outcomes across EITS* Make recommendations and implement process improvements and technology changes based on best practices* Communicate issues and incidents to senior management* Ensure policies and procedures are followed and maintained* Owns the services and develops it as their own ‘business’* Responsible for leading the remediation of any audit findings related to the FS & HD towers, and reporting on the progress to Executives and Audit Steering Committees until that work has been completed* Lead and communicate action plans with Executive leaders during global incidents* Lead RFP efforts with the Director of ET&O. This role is responsible for coordinating with multiple non-managed BU’s across the globe to define and communicate their requirements of Desktop Managed Services with our new Managed Service Vendor. This role will also be responsible for managing expectations from both vendor and BU heads.* Verification of quality of Managed Services vendors resources. This role is responsible for implementing corrective action plans for contractors that are meeting the standard within their contract, or meeting the standards of the “Experian Way”* Proactively identify any gaps in procedures or documentation and create or update accordingly* Responsible for managing vendors that provide desktop support according to their contract with Experian that interact with End User Services* Ensure outsourced vendors are properly trained on all policies and procedures* Direct communication with Experian Business units and employees to ensure ET&O processes and procedures are followed* Create corrective action plans for resources as required* Update and maintain teams intranet page, communications and outage calendars* Lead desktop support teams for global integrations to ensure hardware, software and services are delivered on time for project deadlines* Support Integration & Engagement Manager in leading Integration Onboarding activities and IT Clinics for new users to ensure they are properly integrated and understand policies and procedures* Collate and analyze data and production of metrics for Global Executive Leadership* Creation and maintenance of Knowledge Base Articles for Helpdesk Agents and Field Services Engineers* Identify risk exposures related to desktop environment* Responsible for being the main contact for several confidential projects globally* Ensure that the end to end process in across the team is communicated and any Service Improvement Plans are put in place if need be* Monthly KPI reporting for Global Executives by region* Proven ability to work in a fast-paced environment, and to meet changing deadlines and priorities on large scale global projects* Proven work experience as Desktop IT Manager or similar role* Ability to diagnose and troubleshoot basic technical issues* Excellent problem-solving and communication skills* Ability to translate technical data into simple English for customers* Understanding of call center telephony and other technologies* Experience of working with, and improving, Call Center metrics and processes* high level knowledge of hardware, software, security, networks, internet, storage, etc.* As required, work closely with internal support groups and external service providers to identify, resolve, or coordinate the resolution of Desktop, Laptop, software problems and issues.* Must have excellent verbal and written communication skills; ability to effectively communicate and present data and information up to C-suite* Full knowledge of ITSM processes* Able to perform incident and problem management as needed, utilizing ITSM Tools* Vast understanding of industry regulations and standards (ISO27001, PCI, NIST, FCA, FIMSA, HIPPA, COBIT)* Understanding and knowledge of multi-country government regulations around IT-related topics and Customs rule* Must work well with others as part of large international team* Ability to work closely with the others inside and outside the IT department and in a team-oriented collaborative environment* ServiceNow knowledge a must* Must have experience running small projects* Must be available and willing to work extended and/or alternative hours as needed for roll-outs, system upgrades, etc.* Provide On-Call support during off hours* Ability to travel internationally necessaryExperian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

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