Global Customer Support Operations Lead

TransUnion LLC; Chicago (IL); Hybrid; USD 82,700 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Paid parental leave

Tuition reimbursement

Flexible time off

Job summary

TransUnion LLC is seeking a Sr Lead, Customer Support Operations. This hybrid role reports to the Senior Manager of the Enterprise Applications and Programming division, and requires in-person presence at a TU office location for at least two days a week to ensure seamless service delivery.

You will oversee 24x7 service desk operations, enforce ITIL and KPI standards, drive real-time call management, performance reviews, and continuous improvement initiatives.

Qualifications

• Experience leading and managing teams in a 24x7 Service Desk environment with accountability for SLAs and KPIs.
• Knowledge of ITIL-aligned processes including Health Checks, Floor Management, Call Management, Ticket Management, Incident Management, and Customer Outage Communication procedures.
• Experience conducting performance management activities including coaching, evaluations, performance improvement plans, and employee development.
• Experience reviewing operational metrics, managing staffing coverage, driving process improvements, and ensuring service quality standards.
• Knowledge of security, compliance, customer communication, and support operations across global regions including India, UK, Canada, USA, and LATAM.

Responsibilities

• Ensure all processes are followed in alignment with defined SLAs and KPIs, including adherence to ITIL, Floor Management, Call Management, Ticket Management, and Health Check procedures.
• Oversee real-time call management, ensure consistent quality across all support interactions, and ensure Customer Outage Communications are executed timely and aligned to SLA expectations.
• Conduct full performance management activities for direct reports, including coaching, evaluations, performance improvement plans, bi-weekly 1:1s, performance reviews, compliance training, and required documentation.
• Monitor and maintain appropriate staffing levels and shift coverage 24x7x365, ensuring agents adhere to goals, expectations, KPI targets, and required training completion.
• Review weekly and daily agent metrics, create and submit monthly management metrics by the 3rd business day of each month, and ensure ticket quality, communication standards, and Knowledge Article compliance are consistently met.
• Participate in the monthly on-call rotation, respond to paging alerts, join bridge calls within five minutes, and execute outage communications within defined timelines.
• Drive enhancements to Remedy/ITSM and Salesforce applications while leading or supporting process improvement initiatives that increase efficiency and service quality.
• Ensure accurate cross-team warm handoffs for escalated tickets, provide overflow support for other regions as needed, and respond promptly to leadership requests and organizational escalations.
• Ensure adherence to all defined support, operational, and quality processes per floor-management guidelines while promoting delivery excellence, customer experience, and customer satisfaction.
• Drive continuous performance improvement activities, ensure adherence to all global security and compliance requirements, and ensure productivity targets and engagement expectations are consistently met.

Skills

Service Desk leadership

ITIL knowledge

Performance management

Staffing planning

Cross-functional collaboration

Tools

Remedy / ITSM

Salesforce

Ticket Management

Call Management

Knowledge Article management

Job description

TransUnion LLC is seeking a Sr Lead, Customer Support Operations. This hybrid role reports to the Senior Manager of the Enterprise Applications and Programming division, and requires in-person presence at a TU office location for at least two days a week to ensure seamless service delivery.

You will oversee 24x7 service desk operations, enforce ITIL and KPI standards, drive real-time call management, performance reviews, and continuous improvement initiatives.