Global 24/7 Customer Support Lead — Hybrid

TransUnion; Pennsylvania; Hybrid; USD 82,700 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Employee Stock Purchase Plan (ESPP)

Paid time off

Paid holidays

Job summary

TransUnion is seeking a Senior Lead, Customer Support Operations to head real-time call management and ensure SLA/KPI adherence across a global 24x7 service desk. This hybrid role requires coordinating outages, coaching teams, and driving ITSM/Salesforce process improvements.

The successful candidate will manage staffing, deliver monthly metrics, and ensure quality control with cross-functional collaboration across regions, while maintaining security and compliance standards.

Qualifications

• Experience with Remedy/ITSM suites and ITIL-aligned processes.
• Experience using Salesforce for customer support and case management.
• Ability to manage ticket, call, and knowledge article workflows.
• Experience in 24x7 service desk environments.

Responsibilities

• Oversee real-time call management and maintain quality across support interactions.
• Ensure adherence to SLAs and KPIs and coordinate customer outage communications.
• Lead performance management for direct reports with coaching and evaluations.
• Monitor staffing levels and shift coverage 24x7x365.
• Review metrics and prepare monthly management reports.
• Drive process improvements to Remedy/ITSM and Salesforce implementations.

Skills

Remedy / ITSM

Salesforce

Ticket Management

Call Management

Knowledge Article management

Job description

TransUnion is seeking a Senior Lead, Customer Support Operations to head real-time call management and ensure SLA/KPI adherence across a global 24x7 service desk. This hybrid role requires coordinating outages, coaching teams, and driving ITSM/Salesforce process improvements.

The successful candidate will manage staffing, deliver monthly metrics, and ensure quality control with cross-functional collaboration across regions, while maintaining security and compliance standards.