Manager, Application IT Support & Operational Readiness Remote
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Job Location:
Costa Mesa, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Experian Consumer Services (ECS) is a market leader transforming consumer data into products people use every day. For more than a decade weve continued to disrupt our space through innovation scale and a focus on improving lives. If youre excited by solving complex problems with data and technology ECS is where the next big thing happens.
As the Application Support Service Desk Manager you will lead a highperforming Service Desk team delivering technical support for Experians external clients including midtolarge financial institutions. This is a handson leadership role bridging engineering operations and customers to ensure reliable service fast issue resolution and continuous improvement. You will report to the Director Production Support. 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 firstcall resolution
- Partner with Engineering Incident Problem and Change Management to resolve complex production issues
- Oversee reporting documentation and client communications with ServiceNow
- Provide handson technical leadership across tools and systems (e.g. Splunk Datadog MuleSoft and SQL)
Qualifications :
- 5 years of experience in IT support or EndUser 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 fastpaced customercentric environment.
- Background working with KPIs SLAs CSAT and operational metrics.
- Experience implementing automation or selfservice technologies.
- Knowledge of Linux PHP HTML JavaScript CSS XML MySQL and Shell scripting
- Knowledge of Splunk Data Dog MuleSoft and Salesforce
Additional Information :
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: Experian our people and culture set us apart. Were deeply committed to creating an environment where everyone feels they belong and can excel. From inclusion and authenticity to work/life balance development wellness collaboration and recognition we focus on what truly matters. Our people-first approach has earned us global recognition: Worlds Best Workplaces 2024 (Fortune Top 25) Great Place To Work 2025 in 26 countries and Glassdoor Best Places to Work 2024 among others.
Want to see what life at Experian is really like Explore Experian Life on social or visit our careers site.
Our 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. You will be also eligible for a variable pay opportunity.
Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal state and local law including protected veterans and individuals with disabilities. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.
Remote Work :
No
Employment Type :
Full-time
Key Skills
About Company
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, ... View more
