Lead, Enterprise Operations Full Time NEW

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title And Summary

Lead, Enterprise Operations

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Lead, Executive Technical Support

The Employee Digital Experience team is looking for an Executive Technical Support Lead to drive our executive experience strategy forward by consistently innovating and problem-solving – maximizing the talent, use of technology-based systems, processes, and partnerships to ensure technology solutions deliver efficient, secure, effective, and integrated experiences for 540+ executives and VIPs globally. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.

• Maintain and improve standards for in-office, in-transit, and at-home experiences and drive consistency for the executive user experience with enterprise technology and tools.
• Collaborate with end-users, stakeholders, service owners/engineering teams, and services providers to research and simplify experiences for our executives – accelerate the delivery and business processes, systems, and capabilities.
• Work with engineering teams on roadmaps and potential impacts of products being implemented as well as current products in the environment.
• Provide highest level of 24×7 service to Management Committees members for mobile, unified communications, email, laptop, multimedia, and general help desk support – own the issue until full resolution, escalating as appropriate.
• Identify and provide single point of contact for all technical issues to establish rapport with the executive team and their assistants – including response and support for executives during travel or home office locations.
• Provide feedback to technical teams when conveyed by executives to improve service or technical tools.
• Proactive daily monitoring, communications, and reporting of metrics to assess performance, scalability, and continuous improvement (e.g. password resets, patch updates) – work with engineering teams to identify and implement opportunities for automation.
• Provide daily activity report on any significant issues and weekly reporting on all issues.
• Immediate response times with continued status updates until the issue has been resolved – provide helpful tips on workarounds or improved methods for continuing to work until the issue is resolved.
• Facilitate awareness and training for new devices or programs/tools and develop strategies for continuous learning.
• Lead by example to maintain a motivating work environment, holds stakeholders accountable, and focuses on results.

Qualifications, Skills, And Experiences

• Demonstrated commitment to diversity and inclusion.
• Sound understanding and practical application of ITSM incident, problem & change management methodologies.
• Savvy collaborator and consensus builder with a successful track record of bringing people together around a common cause and knowing when to escalate.
• Supporting IT equipment in large corporate environment
• Desktop/laptop tech support (Mac and PC)
• Windows operating systems, patching, software updates, and maintenance
• Jamf Tier 1 & 2 support for Mac
• Support mobile devices, printers, scanners, wireless, VPN, etc.
• IMAC Support – IT equipment Install/Move/Add/Change
• Maintain repairs, spare parts, accessories and components
• Research and troubleshoot problems
• Maintain system configurations and documentation
• Track and resolve customer incidents and requests through ticketing tool
• Troubleshoot and resolve hardware and software issues for Windows/Mac devices
• Backup, restoration, and migration of user data
• Smart Hands support with networking, server, and telecommunications/AV technologies
• Printer and peripheral device support
• Inventory management of IT assets including asset auditing
• Ability to research and follow appropriate KB articles
• Ability to work on-call and other after-hours support
• Various other tasks associated with deskside services
• May need to be available to provide support at other client locations, as needed
• Other duties, as assigned

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.