Senior Manager, Information Technology

Appian Corporation; McLean (VA); On-site; USD 125,000 - 250,000; Full time

Benefits offered by this job

401(k) with company match

Paid parental leave

Medical, dental, and vision plans

Life insurance

Disability insurance

Wellness programmes

Equity opportunities

Learning and development resources

Job summary

Appian is seeking a Senior IT Manager, Global Service Desk & AI Transformation, to lead a scalable, globally distributed support organization from our McLean, VA headquarters. You will modernize processes, establish a center of excellence for AI tools, drive enterprise‑wide AI adoption, and champion customer service excellence across international offices.

The role blends strategic leadership with hands‑on program design.

Qualifications

• 5+ years of IT Support Management or Service Desk Leadership in a global public company.
• Experience managing geographically dispersed teams.
• ITIL methodologies to modernise legacy frameworks and improve global service delivery.
• Strong presentation and communication skills for company-wide initiatives.

Responsibilities

• Design and scale global support processes across international offices.
• Pioneer AI adoption; establish the Global Service Desk as a center of excellence for AI tools.
• Empower and train employees with company-wide programs and workshops.
• Elevate customer experience with KPIs focused on first-contact resolution and reduced friction.
• Centralise and standardise global hardware and software lifecycles with security/audit alignment.

Skills

Leadership

ITIL

Global team leadership

Communication

Digital transformation

AI literacy

Tools

AWS

Google Cloud

VMware

Job description

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, you’ll 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, you’ll 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 modernising our global support ecosystem and pioneering our internal AI enablement strategy. This isn't just about maintaining a traditional help desk or checking ticket boxes—it's 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 You’ll 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 programmes, prompt engineering workshops, and documentation to upskill Appianites globally, driving internal AI literacy and maximising 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 Standardise: Centralise and optimise global hardware and software lifecycles, utilising product standardisation to minimise organisational costs while ensuring strict alignment with security and audit frameworks.
• Develop Global Talent: Lead, mentor, and align geographically dispersed IT support teams, maintaining Appian's commitment to recruiting early‑career hires and actively developing them into senior, specialised 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 modernise 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).

The base salary range represents a good faith and reasonable estimate of the range at the time of posting. Actual compensation will be dependent on a number of factors including, but not limited to, the candidate's relevant work experience, qualifications, internal peer equity, and market and business conditions that exist when extending an offer. A discretionary bonus may be awarded in recognition of individual and company performance.

In addition, Appian provides generous benefits offerings that include a 401(k) plan with company match, flexible time off, paid parental leave, medical, dental, and vision plans, life insurance, disability insurance, wellness programmes, flexible spending accounts, health savings account contributions, an employee referral bonus programme, and learning and development resources. Certain positions may be eligible for equity awards.

Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation, commission, bonus, or benefit plans.

Base Salary Range

$125,000 - $250,000 USD

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 programme being widely utilised resources for new hires.
• Growth Opportunities: Appian provides a diverse array of growth and development opportunities, including our leadership programme tailored for new and aspiring managers, a comprehensive library of specialised 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: We’ll immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our eight 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.

Appian offers a comprehensive benefits package designed to support your health, wellbeing, and financial future. Benefits may include health coverage, Employee Assistance Programme (EAP) with free mental health support, life and disability insurance, an Employee Stock Purchase Programme (ESPP), a retirement/pension plan, wellness dollars, tuition reimbursement, family‑forming benefits and more. Benefits vary by country—please 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. We’ve been automating processes for more than 25 years and understand enterprise operations like no one else.

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 [e-mail] . Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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