• Provision and deliver computer systems and services, both on-premise and cloud-hosted solutions • Regularly perform migrations to Office 365 (email, SharePoint, OneDrive, Teams), server migrations to Azure, and implement various Azure technologies • Design and deliver secure cloud solutions in Office 365 and Azure • Architecture, design, system evaluation and analysis, and infrastructure assessments • Deploy and maintain tools and monitoring agents such as endpoint protection, vulnerability management, log collection, multifactor authentication, RMM, etc. • Track all activities, detailed case notes, and time entries within the Service Desk Ticketing system • Work with internal CyberSheath stakeholders to ensure key tasks and timeline are identified, on time, and on budget • Provide timely updates and feedback to the internal team and clients regarding project status and activities being on track. • Drive technical implementation tasks to completion by budgeted deadlines • Proactively communicate with clients to ensure requests are properly addressed • Collaborate with team members to troubleshoot onboarding implementation issues as they arise • Other duties as assigned.

Company Description Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them to save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agrifinance, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data and to innovate. A FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 23,300 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com. 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. As the Application Support Service Desk Manager, you 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. You will report to the Director, Production Support. 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 Additional Information 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 - Explore all our exciting benefits here: https://yourexperianbenefits.com/cand-index.html At Experian, our people and culture set us apart. We're deeply committed to creating an environment where everyone feels they belong and can excel. From inclusion and authenticity to work/life balance, development, wellness, collaboration, and recognition, we focus on what truly matters. Our people-first approach has earned us global recognition: World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ 2025 in 26 countries, and Glassdoor Best Places to Work 2024, among others. Want to see what life at Experian is really like? Explore Experian Life on social or visit our careers site. Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience, and education. You will be also eligible for a variable pay opportunity. 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. - Employee Status: Regular - Role Type: Home - Job Posting - Salary Range: $133,109 - $239,596 - Department: Technology - Flexible Time Off: 20 Days - Schedule: Full Time - Shift: Day Shift

• Help Desk Agent - Tier 1 Bilingual (English and Spanish) will be responsible for providing Tier 1 technical support for end users via phone, live chat, and email. • Customer service-oriented, fluent Spanish language speaking Help desk support agent to provide technical support to users in an efficient, accurate and professional manner. • Customer front line contact expected to solve basic technical problems and provide support for all assigned areas. The goal is to ensure the customer value is maintained to the standards set forth by the company and customer. • Provide first level contact and convey resolutions to Federal and Industry users’ issues via phone, chat and email. • Provides support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports). • Properly escalate unresolved queries to the next level of support • Track, route and redirect problems to correct resources. • Walk customers through problem solving process. Assists the customer base in troubleshooting and configuration of Internet browser settings. • Follow up with customers, provide feedback and see problems through to resolution. • Utilize excellent customer service skills and exceed customers’ expectations. • Ensure proper recording, documentation, and closure of incident tickets. • Preserve and grow your knowledge of help desk procedures, products and services.

• Customer service-oriented, Help desk support agent to provide technical support to users in an efficient, accurate and professional manner. • Customer front line contact expected to solve basic technical problems and provide support for all assigned areas. The goal is to ensure the customer value is maintained to the standards set forth by the company and customer. • Provide first level contact and convey resolutions to Federal and Industry users’ issues via phone, chat and email. • Provides support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports). • Properly escalate unresolved queries to the next level of support • Track, route and redirect problems to correct resources. • Walk customers through problem solving process. Assists the customer base in troubleshooting and configuration of Internet browser settings. • Follow up with customers, provide feedback and see problems through to resolution. • Utilize excellent customer service skills and exceed customers’ expectations. • Ensure proper recording, documentation, and closure of incident tickets. • Preserve and grow your knowledge of help desk procedures, products and services. • Performs other job-related duties as assigned