Senior 24x7 Customer Support Lead (Hybrid)

TransUnion; Crum Lynne (PA); Hybrid; USD 82,700 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with employer match

Paid holidays

Tuition reimbursement

Job summary

TransUnion is seeking a Sr Lead, Customer Support Operations in the United States to lead a 24x7 Service Desk, ensure SLA/KPI adherence, and drive process improvements across Remedy/ITSM and Salesforce. The role reports to the Senior Manager of the Enterprise Applications and Programming division and requires regular in-person presence at an office location for at least two days a week.

This hybrid position emphasizes leadership, performance management, staffing optimization, and cross‑region

Qualifications

• Experience leading a 24x7 Service Desk with SLA/KPI accountability.
• Knowledge of ITIL processes including Health Checks, Floor Management, and Ticket Management.
• Experience coaching and developing staff, performance reviews, and training.
• Knowledge of security, compliance, and multi-region support operations.

Responsibilities

• Ensure processes align with SLAs/KPIs and ITIL-related procedures.
• Oversee real-time call management and ensure quality across support interactions.
• Conduct performance management activities including coaching and evaluations.
• Monitor staffing levels and shift coverage 24x7x365; ensure KPI targets are met.
• Review metrics and submit monthly management reports by the 3rd business day.
• Participate in monthly on-call rotation and respond to paging alerts promptly.
• Drive enhancements to Remedy/ITSM and Salesforce applications.
• Provide cross-team handoffs and overflow support as needed across regions.
• Maintain adherence to all support, operational and quality processes.

Skills

Team leadership

24x7 Service Desk

ITIL knowledge

Tools

Remedy / ITSM

Salesforce

Ticket Management

Call Management

Knowledge Article management

Job description

TransUnion is seeking a Sr Lead, Customer Support Operations in the United States to lead a 24x7 Service Desk, ensure SLA/KPI adherence, and drive process improvements across Remedy/ITSM and Salesforce. The role reports to the Senior Manager of the Enterprise Applications and Programming division and requires regular in-person presence at an office location for at least two days a week.

This hybrid position emphasizes leadership, performance management, staffing optimization, and cross‑region