Manager, Application IT Support

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.

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)