Senior IT Manager 

Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you’ll be part of a passionate team dedicated to accomplishing hard things, together.

The Appian Business Technology team is dedicated to building a secure, automated, and world-class operational foundation that fuels our global growth. We partner closely with international business units and internal stakeholders to ensure our technology platforms are robust, scalable, and highly available. Operating in a high-growth, fast-paced environment, we champion collaboration, continuous improvement, and data-driven automation to empower our business while reducing operational friction.

As the Senior IT Manager, Global Service Desk & AI Transformation, you will step into a high-visibility leadership role where you can leave your mark by modernizing our global support ecosystem and pioneering our internal AI enablement strategy. This isn't just about maintaining a traditional help desk or checking ticket boxes—it's about designing scalable global support processes from scratch, driving enterprise-wide AI literacy, and championing customer service excellence as we continue to grow.

This role is based at our HQ in McLean, VA. Appian was built on a culture of in-person collaboration, which we believe is a key driver of our mission to be the best. Employees hired for this position are expected to be in the office 4-5 days a week to foster that culture and ensure we continue to thrive through shared ideas and teamwork. We believe being in the office provides more opportunities to come together and celebrate working with the exceptional people across Appian.

What You’ll Do

• Design and Scale Globally: Architect, implement, and scale next-generation, follow-the-sun support processes that eliminate regional silos, establish global standard operating procedures, and deliver seamless, uniform customer service across all international offices.
• Pioneer AI Adoption: Serve as the strategic internal catalyst for AI tool adoption, establishing the Global Service Desk as the central center of excellence and tier-1 support hub for all enterprise AI tools and applications.
• Empower and Train: Design and execute comprehensive, company-wide training programs, prompt engineering workshops, and documentation to upskill Appianites globally, driving internal AI literacy and maximizing our corporate ROI on technology.
• Elevate Customer Experience: Establish and monitor modern, user-centric Key Performance Indicators (KPIs) focused on first-contact resolution, reduced friction, and exceptional internal customer satisfaction scores.
• Optimize and Standardize: Centralize and optimize global hardware and software lifecycles, utilizing product standardization to minimize organizational costs while ensuring strict alignment with security and audit frameworks.
• Develop Global Talent: Lead, mentor, and align geographically dispersed IT support teams, maintaining Appian's commitment to recruiting early-career hires and actively developing them into senior, specialized technical roles.

Required Qualifications

• Experience: 5+ years of progressive experience in IT Support Management or Service Desk Leadership, with a proven track record of managing geographically dispersed teams in a global public company environment.
• Process Engineering Mastery: Demonstrated success building and rewriting support processes from scratch, leveraging ITIL methodologies to radically modernize legacy frameworks and improve global service delivery.
• Technical Breadth: Strong foundational knowledge of cross-border collaboration technologies, operating systems (Mac OS, Windows), virtual/cloud environments (e.g., AWS, Google Compute Engine, VMware), and core networking/security concepts.
• Leadership & Change Management: Exceptional presentation and communication skills, with a proven ability to lead company-wide digital transformation or training initiatives and influence stakeholders across various business units.
• Customer Advocacy: An unwavering passion for extreme customer service, documentation quality, and a dedicated commitment to mentoring technical teams.

Preferred Qualifications

• Certifications: Advanced ITIL Certification (v4 preferred) or other relevant technical and project management credentials.
• Industry Background: Experience working within high-growth, technology-driven companies, financial services, or fast-paced SaaS environments.
• AI Savvy: Direct experience deploying, administering, or driving user adoption for enterprise AI collaboration platforms (e.g., Microsoft Copilot, ChatGPT Enterprise, or custom internal LLMs).