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Manager, Application IT Support
Location
United States
Posted
17 days ago
Salary
$115.7K - $208.3K / year
Seniority
Senior
Job Description
Manager, Application IT Support
Experian
• 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)
Job 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
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