Manager, Application IT Support

About Our Client

The organization operates globally in data and technology, serving multiple industries including financial services, healthcare, automotive, agribusiness, and insurance. It addresses challenges in managing and leveraging consumer data by delivering innovative data products used daily by consumers. The organization employs over 25,000 people in more than 30 countries, emphasizing technology investment to unlock data's potential.

About the Opportunity

The Manager, Application IT Support leads a Service Desk team providing technical support to external clients, primarily mid-to-large financial institutions. This role bridges engineering, operations, and customer service to ensure reliable service delivery, rapid issue resolution, and continuous improvement in support processes.

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
• Collaborate with Engineering, Incident, Problem, and Change Management teams to resolve complex production issues
• Oversee reporting, documentation, and client communications using ServiceNow
• Provide hands-on technical leadership across tools and systems such as Splunk, Datadog, MuleSoft, and SQL

Qualifications

• Minimum 5 years in IT support or End-User Computing roles
• At least 2 years of leadership experience managing technical support teams
• Knowledge of ITIL principles and ITSM frameworks
• Experience with enterprise case management tools including ServiceNow and Salesforce, plus analytics tools like Tableau
• Proven ability to lead teams in fast-paced, customer-focused environments
• Familiarity with KPIs, SLAs, CSAT, and operational metrics
• Experience implementing automation or self-service technologies
• Technical knowledge of Linux, PHP, HTML, JavaScript, CSS, XML, MySQL, Shell scripting
• Familiarity with Splunk, Data Dog, MuleSoft, Salesforce
• Understanding of AI applications

Pay Range

Salary range: USD 115,747 to USD 208,344 annually. Eligible for variable pay opportunities and a comprehensive benefits package.

Benefits & Perks

• Medical, dental, and vision insurance
• Matching 401(k) plan
• Flexible work arrangements including remote, hybrid, or in-office options
• Flexible time off including volunteer time, vacation, sick leave, and 12 paid holidays