Job DescriptionReporting to the Director of Production Support, the Manager, Application IT Support, will lead a high-performing Service Desk team delivering technical support for Experian's external clients, including mid-to-large financial institutions. This is a hands-on leadership role bridging engineering, operations, and customers to ensure reliable service, fast issue resolution, and continuous improvement. This is a remote or hybrid role, based on your proximity to an Experian US office location.
What you will do:
- Lead Level 1-3 Service Desk analysts and engineers, aligning performance with team and career goals
- Manage daily support operations, escalations, and SLAs for external client support
- Improve service management, processes, automation, and first-call resolution
- Partner with Engineering, Incident, Problem, and Change Management to resolve complex production issues
- Oversee reporting, documentation, and client communications with ServiceNow
- Provide hands-on technical leadership across tools and systems (e.g., Splunk, Datadog, MuleSoft, and SQL)
Qualifications- 5+ years of experience in IT support, or End-User Computing roles.
- 2+ years of leadership experience managing a technical support team.
- Knowledge of ITIL principles and ITSM frameworks.
- Experience with enterprise case management applications including Service Now and Salesforce, and analytics tools within these applications and other tools such as Tableau.
- Previous experience leading teams in a fast-paced, customer-centric environment.
- Background working with KPIs, SLAs, CSAT, and operational metrics.
- Experience implementing automation or self-service technologies.
- Knowledge of Linux, PHP, HTML, JavaScript, CSS, XML, MySQL, and Shell scripting
- Knowledge of Splunk, Data Dog, MuleSoft and Salesforce
- Knowledge of how to use AI
Additional InformationOur compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience, and education. This position is also eligible for a variable pay opportunity and a comprehensive benefits package.
Benefits/Perks:- Great compensation package and bonus plan
- Core benefits including medical, dental, vision, and matching 401K
- Flexible work environment, ability to work remote, hybrid or in-office
- Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
Explore all our exciting benefits here: https://yourexperianbenefits.com/cand-index.html
#LI-Hybrid
