Hybrid Lead, 24/7 Global Customer Support

Archer; Chicago (IL); Hybrid; USD 83,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

HSA/FSA options

Life and AD&D

Parental leave

401(k) with match

ESPP

Tuition reimbursement

Paid holidays

Commuter benefits

Employee discounts

Volunteer time off

Job summary

TransUnion LLC is seeking a Sr Lead, Customer Support Operations to oversee 24x7 support, manage real-time call flows, and drive ITSM enhancements. The role reports to the Senior Manager of Enterprise Applications and Programming and combines virtual work with in-person office presence at least two days per week.

You will lead performance management for direct reports, review metrics, and ensure adherence to security and compliance standards while optimizing staffing and escalation processes

Qualifications

• Experience leading in a 24x7 Service Desk environment with SLAs/KPIs.
• Knowledge of ITIL-aligned processes including Health Checks, Floor Management, Call Management, Ticket Management, Incident Management, and Customer Outage Communications.

Responsibilities

• Ensure processes align with SLAs and KPIs (ITIL, Floor Management, Call Management, Ticket Management, Health Checks).
• Oversee real-time call management and ensure quality across support interactions and outage communications.

Skills

ITIL processes

Remedy/ITSM

Salesforce

Ticket management

Call management

Knowledge Article mgmt

Tools

Remedy/ITSM

Salesforce

Job description

TransUnion LLC is seeking a Sr Lead, Customer Support Operations to oversee 24x7 support, manage real-time call flows, and drive ITSM enhancements. The role reports to the Senior Manager of Enterprise Applications and Programming and combines virtual work with in-person office presence at least two days per week.

You will lead performance management for direct reports, review metrics, and ensure adherence to security and compliance standards while optimizing staffing and escalation processes