Manager, Application IT Support & Operational Readiness - Remote

Overview

The Manager, Application IT Support & Operational Readiness role at Experian involves leading a high-performing Service Desk team to deliver technical support for external clients, focusing on reliable service and continuous improvement.

In Short

• Lead Level 1-3 Service Desk analysts and engineers.
• Manage daily support operations and escalations.
• Improve service management processes and automation.
• Partner with engineering and management teams for issue resolution.
• Oversee reporting and documentation with ServiceNow.
• Provide hands-on technical leadership across various tools.
• Work in a remote or hybrid environment.
• Focus on customer-centric support in a fast-paced setting.
• Implement automation and self-service technologies.
• Manage KPIs, SLAs, and operational metrics.

Requirements

• 5+ years of experience in IT support roles.
• 2+ years of leadership experience in technical support.
• Knowledge of ITIL principles and ITSM frameworks.
• Experience with ServiceNow and Salesforce applications.
• Background in customer-centric environments.
• Experience with automation technologies.
• Knowledge of various programming languages and tools.
• Strong communication and leadership skills.

Benefits

• Great compensation package and bonus plan.
• Core benefits including medical, dental, and vision.
• Flexible work environment with remote options.
• Flexible time off including volunteer time off.
• Recognition as a great workplace.