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Senior Customer Support Lead

L7

transunionEvanston, IL7 days ago

Occupations

First-Line Supervisors of Office and Administrative Support WorkersComputer and Information Systems ManagersCustomer Service Representatives

Industries

Telemarketing Bureaus and Other Contact CentersComputer Systems Design ServicesCustom Computer Programming Services
Overview: As Sr Lead, Customer Support Operations, you will guide a 24x7 service desk to safeguard operations and uphold trust in TransUnion's solutions. You'll lead real-time call and outage management while coaching a distributed team to meet SLAs and KPIs. You'll drive process improvements across Remedy/ITSM and Salesforce, ensuring high-quality support and effective cross-team handoffs. This role offers scale, cross-functional collaboration, and a focus on customer satisfaction within a global, hybrid work model. Compensation / Benefitsmedical, dental, and vision coverage from day oneHSA and FSA optionslife and disability insuranceparential leave and caregiver support 401(k) with employer match and ESPPtuition reimbursement
Responsibilities:
  • Ensure adherence to SLAs and KPIs with ITIL-aligned processes (Health Checks, Floor Management, Call & Ticket Management)
  • Oversee real-time call management and timely customer outage communications
  • Lead performance management for direct reports, including coaching, evaluations, and development plans
  • Monitor staffing levels and 24x7 shift coverage; manage KPI achievement and training completion
  • Review operational metrics, produce monthly management reports, and ensure ticket quality and knowledge article compliance
  • Participate in on-call rotation, respond to paging alerts, and coordinate outage communications within timelines
  • Drive enhancements to Remedy/ITSM and Salesforce; spearhead process improvement to boost efficiency and service quality
  • Ensure accurate cross-team handoffs for escalated tickets and provide overflow support across regions
  • Uphold security, compliance, and global support standards while pursuing productivity and engagement targets
  • Foster delivery excellence and customer experience in line with floor-management guidelines
Key requirements:
  • Experience leading 24x7 Service Desk teams with responsibility for SLAs/KPIsKnowledge of ITIL-aligned processes (Health Checks, Floor Management, Call Management, Ticket Management, Incident Management, Customer Outage Communication)
  • Experience in performance management (coaching, evaluations, performance improvement plans)
  • Experience reviewing metrics, managing staffing, driving process improvements, and ensuring service quality
  • Knowledge of security, compliance and support operations across global regions (India, UK, Canada, USA, LATAM)
  • Cross-functional collaboration
  • Stakeholder communication
  • Incident management and bridge call coordination
  • Remedy / ITSMSalesforceTicket Management
Apply now (opens in a new tab)
Apply now (opens in a new tab)

Level

ManagerL7

Location

Evanston, IL

Occupation

First-Line Supervisors of Office and Administrative Support Workers

Industry

Telemarketing Bureaus and Other Contact Centers

Posted

7 days ago

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