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          "text": "<p>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.</p><p>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.</p><p>What you will do:</p><ul><li>Lead Level 1-3 Service Desk analysts and engineers, aligning performance with team and career goals</li><li>Manage daily support operations, escalations, and SLAs for external client support</li><li>Improve service management, processes, automation, and first‑call resolution</li><li>Partner with Engineering, Incident, Problem, and Change Management to resolve complex production issues</li><li>Oversee reporting, documentation, and client communications with ServiceNow</li><li>Provide hands‑on technical leadership across tools and systems (e.g., Splunk, Datadog, MuleSoft, and SQL)</li></ul>",
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