Helpdesk Lead

About the role

Experian is seeking a Helpdesk Lead to oversee daily IT Help Desk operations, ensure timely ticket resolution, and mentor the support team. The role combines hands‑on technical troubleshooting with strategic management of desktop platforms and vendor relationships.

Key responsibilities

• Assess, assign, schedule, and dispatch help desk tickets, including vendor coordination and billing.
• Maintain the ticketing system, document resolutions, and develop support scripts.
• Lead desktop platform optimization, standardization, and overall health.
• Manage Microsoft SCCM infrastructure – installation, configuration, health monitoring, client remediation, OS deployment, and application packaging.
• Provide Tier 3 desktop support, coordinate release cycles, critical updates, and support the Windows Servicing Model.
• Apply ITIL practices for incident, service request, and change management.
• Oversee hardware/software asset tracking, licensing compliance, and continuous technology spend improvement.
• Participate in IT infrastructure and finance projects, offering technical and operational guidance.
• Direct and escalate help desk issues, maintain documentation, and organize team training.

Required profile

• Proven experience in a management or lead position within IT support.
• Ability to motivate and lead a team, including occasional after‑hours emergency response.
• Strong problem‑analysis and resolution skills.

Required skills

• Microsoft SCCM
• Windows OS deployment and Servicing Model
• Application packaging and deployment
• ITIL framework
• Ticketing system administration
• Hardware/software asset management
• Licensing compliance

What we offer

• Inclusive culture focused on DEI, work‑life balance, development, and wellness.
• Opportunities for career growth within a global data‑services leader.