Manager, MCE Service Desk - Experian Consumer Services (REMOTE must be in Eastern or Central time)

Company Description

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW). Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle. Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.

Job Description

Experian Consumer Services – Careers That Define “What’s the Next Big (Data) Thing” for Consumers?

What could be more exciting – personally and professionally – than being part of a “disruptive” business? Consider taking your career to the next level by joining the Leader that continues to disrupt the competition. As the “disruptor” and market leader we pride ourselves on building new markets, leading the pack through continuous evolution and innovation. It’s a position Experian Consumer Services has enjoyed for more than a decade and we’re always looking for the talent that can help expand that lead.

These days, the “next big thing” is often “the next Big Data thing.” Experian Consumer Services offers an opportunity to lead the charge in turning consumer data into something people use and value every single day. We live in a world where information is a means to improving lives and we challenge our team to do just that: improve lives with our products.

About us, but we’ll be brief

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years, we’ve been named among the 100 “World’s Most Innovative Companies” by Forbes Magazine.

What you’ll be doing

The Manager of the MCE Service Desk leads a team that supports the Experian Contact Center agents and support staff. The Service Desk plays an instrumental role in providing hardware and support for Contact Center staff at home, is the first contact for hardware and application support servicing ~ 2,500 tickets per month, and provides hyper-care services for our technology deployments ensuring successful implementations to our agent population and responsible for incident management for any Severity issue impacting the Contact Center. The Manager will closely partner with multiple internal teams to optimize business processes and services provided with the goal of reducing agent downtime minutes. This role requires ITIL experience and a proven record of optimizing help desk operations.

The Manager of Service Desk is a technical management position responsible for leading all end-user technical support functions. This individual will work closely with the end-user community to ensure the highest level of customer satisfaction with service delivery. As a technical leader, this individual will define delivery processes, laptop standards, incident response, and security tools for end-user environments.

Responsibilities include:

• Has overall responsibility for service desk staff (team of 10) and the activities associated with ticket management and the identification, prioritization, and resolution of reported incidents. Provides 24x7 value-added support activities for contact center staff and during Major Incidents whenever they may occur.
• Continual improvement and focus on documentation including knowledge base including knowledge articles, best practices, runbooks, and guidelines
• Assigns personnel to various operations and directs their activities. Responsible for planning, leading, organizing, and motivating the team to achieve a high level of performance and quality in line with support services.
• Ensures all tickets are assigned and completed within the assigned SLA including standard reporting.
• Manage all helpdesk-related projects for software/OS upgrades, new agent and support staff equipment deployments, and onsite support for agents in the office including facility moves.
• Responsible for end-user asset and profile management.
• Create and analyze customer service surveys to enhance customer service levels. Analyze metrics to continuously improve helpdesk delivery.
• Provide hands-on leadership to solve complex technical problems.
• Develop end-user technology strategy and deployment plans.
• A motivated l