Manager, Application IT Support & Operational Readiness - Remote
WFA Digital Insight
As the demand for skilled IT professionals continues to rise, with a 25% increase in job postings for remote IT support roles in the past year, Experian's Manager of Application IT Support & Operational Readiness stands out. This role requires a unique blend of technical expertise, leadership skills, and knowledge of ITIL principles. With the company's commitment to innovation and customer satisfaction, this position offers a chance to make a real impact. Candidates should be prepared to showcase their experience with Salesforce, Excel, and IT service management tools, as well as their ability to lead high-performing teams in fast-paced environments.
Job Description
About the Role
The Manager of Application IT Support & Operational Readiness at Experian plays a critical role in ensuring the delivery of high-quality technical support to external clients. As a leader in the IT support team, this professional will be responsible for managing daily support operations, escalations, and service level agreements. The ideal candidate will have a strong background in IT support, with experience in managing technical support teams and a deep understanding of ITIL principles.The role entails working closely with the Engineering, Incident, Problem, and Change Management teams to resolve complex production issues. The successful candidate will also be responsible for overseeing reporting, documentation, and client communications using ServiceNow. With a focus on continuous improvement, this professional will identify opportunities to improve service management, processes, and automation.
The Manager of Application IT Support & Operational Readiness will report to the Director of Production Support and will be part of a dynamic team that is passionate about delivering exceptional customer experiences.
What You Will Do
- Lead a high-performing Service Desk team, 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, including Splunk, Datadog, MuleSoft, and SQL
- Develop and implement automation or self-service technologies to enhance support operations
- Collaborate with cross-functional teams to identify and prioritize support requirements
- Analyze and resolve complex technical issues, providing root cause analysis and recommendations for improvement
What We Are Looking For
- 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 ServiceNow and Salesforce
- Strong understanding of analytics tools, including 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
- Experience with Splunk, Data Dog, MuleSoft, and Salesforce
Nice to Have
- Experience with cloud-based technologies, such as AWS or Azure
- Knowledge of agile development methodologies
- Certification in ITIL or a related field
- Experience with project management tools, such as Asana or Jira
Benefits and Perks
- Competitive compensation package and bonus plan
- Comprehensive benefits, including medical, dental, vision, and 401K matching
- Flexible work environment, with options for remote, hybrid, or in-office work arrangements
- Generous PTO policy, including vacation, sick leave, and holidays
- Opportunities for professional development and career growth
- Access to cutting-edge technologies and tools
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Flexible time off, including volunteer time off and family leave
How to Stand Out
- To stand out in your application, be sure to highlight your experience with IT service management tools, such as ServiceNow and Salesforce.
- Showcase your technical expertise by providing specific examples of complex issues you've resolved in previous roles.
- Emphasize your leadership skills, including experience managing high-performing teams and developing strategies for process improvement.
- Be prepared to discuss your experience with automation and self-service technologies, and how you've implemented these solutions in previous roles.
- Research Experian's company culture and values, and be prepared to discuss how your own values and work style align with those of the organization.
- When negotiating salary, be sure to highlight your relevant experience and certifications, and be prepared to discuss your expectations for professional development and growth within the company.
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