Senior Manager, Information Technology

Here at Appian our values of Intensity and Excellence define who we are. We set high standards and live up to them ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment holding ourselves and each other accountable to achieve the best results. When you join Appian youll be part of a passionate team dedicated to accomplishing hard things together.

Senior IT Manager

Here at Appian our values of Intensity and Excellence define who we are. We set high standards and live up to them ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment holding ourselves and each other accountable to achieve the best results. When you join Appian youll be part of a passionate team dedicated to accomplishing hard things together.

The Appian Business Technology team is dedicated to building a secure automated and world-class operational foundation that fuels our global growth. We partner closely with international business units and internal stakeholders to ensure our technology platforms are robust scalable and highly available. Operating in a high-growth fast-paced environment we champion collaboration continuous improvement and data-driven automation to empower our business while reducing operational friction.

As the Senior IT Manager Global Service Desk & AI Transformation you will step into a high-visibility leadership role where you can leave your mark by modernizing our global support ecosystem and pioneering our internal AI enablement strategy. This isnt just about maintaining a traditional help desk or checking ticket boxesits about designing scalable global support processes from scratch driving enterprise-wide AI literacy and championing customer service excellence as we continue to grow.

This role is based at our HQ in McLean VA. Appian was built on a culture of in-person collaboration which we believe is a key driver of our mission to be the best. Employees hired for this position are expected to be in the office 4-5 days a week to foster that culture and ensure we continue to thrive through shared ideas and teamwork. We believe being in the office provides more opportunities to come together and celebrate working with the exceptional people across Appian.

What Youll Do

• Design and Scale Globally: Architect implement and scale next-generation follow-the-sun support processes that eliminate regional silos establish global standard operating procedures and deliver seamless uniform customer service across all international offices.
• Pioneer AI Adoption: Serve as the strategic internal catalyst for AI tool adoption establishing the Global Service Desk as the central center of excellence and tier-1 support hub for all enterprise AI tools and applications.
• Empower and Train: Design and execute comprehensive company-wide training programs prompt engineering workshops and documentation to upskill Appianites globally driving internal AI literacy and maximizing our corporate ROI on technology.
• Elevate Customer Experience: Establish and monitor modern user-centric Key Performance Indicators (KPIs) focused on first-contact resolution reduced friction and exceptional internal customer satisfaction scores.
• Optimize and Standardize: Centralize and optimize global hardware and software lifecycles utilizing product standardization to minimize organizational costs while ensuring strict alignment with security and audit frameworks.
• Develop Global Talent: Lead mentor and align geographically dispersed IT support teams maintaining Appians commitment to recruiting early-career hires and actively developing them into senior specialized technical roles.

Required Qualifications

• Experience: 5 years of progressive experience in IT Support Management or Service Desk Leadership with a proven track record of managing geographically dispersed teams in a global public company environment.
• Process Engineering Mastery: Demonstrated success building and rewriting support processes from scratch leveraging ITIL methodologies to radically modernize legacy frameworks and improve global service delivery.
• Technical Breadth: Strong foundational knowledge of cross-border collaboration technologies operating systems (Mac OS Windows) virtual/cloud environments (e.g. AWS Google Compute Engine VMware) and core networking/security concepts.
• Leadership & Change Management: Exceptional presentation and communication skills with a proven ability to lead company-wide digital transformation or training initiatives and influence stakeholders across various business units.
• Customer Advocacy: An unwavering passion for extreme customer service documentation quality and a dedicated commitment to mentoring technical teams.

Preferred Qualifications

• Certifications: Advanced ITIL Certification (v4 preferred) or other relevant technical and project management credentials.
• Industry Background: Experience working within high-growth technology-driven companies financial services or fast-paced SaaS environments.
• AI Savvy: Direct experience deploying administering or driving user adoption for enterprise AI collaboration platforms (e.g. Microsoft Copilot ChatGPT Enterprise or custom internal LLMs).

Tools and Resources

• Training and Development: During onboarding we focus on equipping new hires with the skills and knowledge for success through department-specific training. Continuous learning is a central focus at Appian with dedicated mentorship and the First-Friend program being widely utilized resources for new hires.
• Growth Opportunities: Appian provides a diverse array of growth and development opportunities including our leadership program tailored for new and aspiring managers a comprehensive library of specialized department training through Appian University skills based training and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities.
• Community: Well immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employee-led affinity groups. These groups help employees build stronger internal and external networks by planning social educational and outreach activities to connect with Appianites and larger initiatives throughout the company.

Benefits

Appian offers a comprehensive benefits package designed to support your health wellbeing and financial future. Benefits may include health coverage Employee Assistance Program (EAP) with free mental health support life and disability insurance an Employee Stock Purchase Program (ESPP) a retirement/pension plan wellness dollars tuition reimbursement family-forming benefits and more. Benefits vary by countryplease ask your Talent Acquisition contact for details specific to the location you are applying to.

About Appian

Appian provides AI automation for mission-critical work. We automate complex processes in large enterprises and governments. Our platform is known for its unique reliability and scale. Weve been automating processes for more than 25 years and understand enterprise operations like no one else. For more information visit . Nasdaq: APPN

Follow Appian: LinkedIn Youtube Instagram Facebook

Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal state or local law.

Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process please contact us by email at. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

Appians Applicant & Candidate Privacy Notice