Role 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) 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. - 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

• Provide day-to-day technical support and system administration across multiple business platforms. • Manage and administer Microsoft 365 users, licenses, and subscriptions. • Troubleshoot Outlook and Microsoft 365 email issues. • Configure and maintain Exchange Online mailboxes. • Support user account creation, password resets, and access management. • Assist with Microsoft Teams, SharePoint, and OneDrive administration. • Monitor Microsoft 365 system health and resolve technical issues. • Configure and troubleshoot DNS records, including A, MX, TXT, CNAME, SPF, DKIM, and DMARC records. • Manage domain registrations and renewals. • Diagnose and resolve domain connectivity and email routing issues. • Coordinate domain migrations when required. • Ensure proper DNS configurations for business applications and email services. • Manage GoDaddy hosting and domain accounts. • Assist with SSL certificate installation and renewals. • Provide remote technical support for hardware, software, email, and cloud-related issues. • Document support tickets, resolutions, and recurring issues. • Maintain security best practices across Microsoft 365 and Azure environments. • Create and update technical documentation and standard operating procedures (SOPs).

• Provide active, friendly technical support to our Dutch-speaking customers by phone and via online support systems for our DATAflor software. • Respond to all software-related inquiries and develop effective solutions. • Independently coordinate with other departments to find the best solution for customers. • When required, conduct online seminars and project trainings, and create training concepts and training videos.

• Responsible for the day-to-day management and continuous improvement of the organization's core technical infrastructure — including networks, servers, systems, and cloud/hosting environments • Ensure the infrastructure is scalable, secure, and highly available, translating infrastructure strategy into operational execution • Manage and maintain the organization's network, server, and systems infrastructure to ensure high availability and performance • Lead infrastructure transformation and upgrade projects to enable the organization to scale • Implement and maintain infrastructure policies, procedures, and standards, ensuring alignment with industry best practices and regulatory requirements • Oversee systems and network architecture, capacity planning, and disaster recovery/business continuity readiness • Partner cross-functionally to assess and address the organization's technology infrastructure needs • Manage infrastructure projects from conception to implementation and evaluation • Manage the infrastructure budget and ensure resources and assets are utilized within approved budget • Monitor information security principles and practices as they relate to infrastructure systems • Stay abreast of industry trends and emerging technologies to drive continuous improvement and innovation in infrastructure • Identify, develop, and implement process/policy improvements within the infrastructure team • Participate in hiring activities including candidate selection and interviews for infrastructure roles • Support collaborators on the infrastructure team in training, development, performance, and competency alignment