Manager, Application IT Support & Operational Readiness

Experian • Costa Mesa, CA

12h • Hybrid

About The Position

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 hybrid role, you will work 2-3 days per week from our North America Headquarters in Costa Mesa, CA.

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

Responsibilities

• 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)

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees