Manager, Application IT Support

Experian; United States; On-site; USD 104,172 - 127,321; Full time

Benefits offered by this job

Great compensation package and bonus plan

Core benefits including medical, dental, vision, and 401K

Flexible work environment

Flexible time off including volunteer time off and paid holidays

Job summary

Experian in the United States is looking for a Manager, Application IT Support to lead a Service Desk team providing technical support to external clients. This role involves managing daily operations, improving processes, and delivering high-quality support.

The ideal candidate has over 5 years of IT support experience, 2 years in leadership, and knowledge of ITIL principles. The position can be remote or hybrid.

Qualifications

• 5+ years of experience in IT support or End-User Computing roles.
• 2+ years of leadership experience managing a technical support team.
• Experience with enterprise case management applications including Service Now.
• Knowledge of KPIs, SLAs, and operational metrics.

Responsibilities

• Lead Level 1-3 Service Desk analysts and engineers.
• Manage daily support operations and client escalations.
• Improve service management processes and first-call resolution.
• Provide hands-on technical leadership across tools and systems.

Skills

IT support experience

Team leadership

ITIL principles

Service Now and Salesforce

Automation technologies

Linux, PHP, HTML

Tools

Splunk

Data Dog

MuleSoft

Job description

Job Description

Experian Consumer Services (ECS) is a market leader transforming consumer data into products people use every day. For more than a decade, we've continued to disrupt our space through innovation, scale, and a focus on improving lives. If you're 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 high‑performing Service Desk team delivering technical support for Experian's external clients, including mid‑to‑large financial institutions. This is a hands‑on 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 first‑call resolution
• 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, MySQL, and Shell scripting
• Knowledge of Splunk, Data Dog, MuleSoft and Salesforce
• Knowledge of how to use AI

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

Compensation:

$115,747-$115,747 per year

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.