Manager, Application IT Support

About the role

The Manager, Application IT Support leads a high-performing Service Desk team providing technical support to Experian's external clients, primarily mid-to-large financial institutions. This role is remote or hybrid, based in an Experian US office.

Responsibilities

• 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
• Prioritize and 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, and Shell scripting
• Knowledge of Splunk, Data Dog, MuleSoft, and Salesforce
• Ability to use AI