Manager, Application IT Support

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.

Reporting to the Director of Production Support the Manager Application IT Support 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. 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
• Knowledge of how to use AI

Additional Information :

Our uniqueness is that we celebrate yours. Experians people first inclusive and purpose driven culture is multi award-winning; Worlds Best Workplaces 2025 (Fortune Global Top 25) Great Place To Work in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why.

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. This position is also eligible for a variable pay opportunity and a comprehensive benefits package.

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.

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: Work :

Yes

Employment Type :

Full-time