Manager, Application IT Support

🕒 2 days ago

🇺🇸 United States – Remote

💵 $115.7k - $208.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

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Experian

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1996

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

Artificial Intelligence • B2B • SaaS

Experian is a global leader in digital experience, technology, and transformation. They partner with recognized brands to enhance customer understanding, innovate product strategies, and implement agile technology solutions. With a focus on delivering superior customer experiences through AI, cloud architecture, and project management, Experian helps businesses streamline their operations and achieve their objectives effectively.

📋 Description

• 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)

🎯 Requirements

• 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

• 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