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.