Senior Customer Support Lead

TransUnion; Pennsylvania; Hybrid; USD 83,000 - 120,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k)

Job summary

TransUnion is seeking a Senior Lead, Customer Support Operations to oversee a 24x7 Service Desk in a hybrid setup, with in-person work at Crum Lynne, PA and Chicago, IL for a minimum of two days per week. You will manage SLAs, KPIs, staffing, and performance coaching to maintain top-quality customer support across global regions.

You will drive process improvements using Remedy ITSM and Salesforce, coordinate outages, and ensure cross-functional collaboration to protect customer operations and

Qualifications

• Experience leading 24x7 Service Desk teams.
• Proven ability to meet SLAs and KPIs.
• Strong coaching and employee development skills.
• Knowledge of ITIL-aligned processes and IT tools.

Responsibilities

• Oversee real-time call management and ensure quality across interactions.
• Lead staffing, shift coverage, and adherence to KPI targets.
• Coach direct reports with bi-weekly 1:1s and performance reviews.
• Drive improvements in Remedy ITSM and Salesforce usage.
• Ensure accurate handoffs for escalated tickets and prompt outage communications.

Skills

Leadership

Staffing management

Coaching & development

Customer support

Tools

Remedy ITSM

Salesforce

Ticket management

Job description

## Senior Customer Support LeadSolicitarlocations: Crum Lynne, Pennsylvania: Chicago, Illinoistime type: Full timeposted on: Publicado ayerjob requisition id: 19041206TransUnion's Job Applicant Privacy NoticePersonal Information We CollectYour Privacy Choices**Descripción general del equipo**As the first point of contact for customer support and service restoration, our team plays a critical role in protecting customer operations and maintaining trust in TransUnion's solutions. Operating in a fast-paced, global environment, we combine strong customer advocacy, operational excellence, and cross-functional collaboration to deliver timely resolutions and continuous service support. This role reports directly to the Senior Manager of the Enterprise Applications and Programming division.This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.**Resumen del rol y responsabilidades clave*** 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.**Conocimientos y experiencia requeridos*** Experience leading and managing teams within a 24x7 Service Desk environment with accountability for Service Level Agreements (SLAs) and Key Performance Indicators (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.**Required Technical Skills*** Remedy / ITSM.* Salesforce.* Ticket Management.* Call Management.* Knowledge Article management and compliance.**We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your career development and growth in:*** Process improvement and operational excellence initiatives.* Workforce planning and staffing management.* Cross-functional collaboration and stakeholder communication.* Incident management and bridge call coordination.* Delivery excellence and customer satisfaction improvement.**Benefits that support every part of your life:**At TransUnion, we design benefits to help you feel well, do well, and plan well—from day one.**For Your Health**: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax‐advantaged HSA and FSA accounts to make everyday care more affordable.**For Your Protection**: We’ve got your back with company‐paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short‐ and long‐term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.**For Your Family**: From adoption assistance and fertility planning coverage to caregiver support, we’re here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.**For Your Future**: Build toward what’s next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long‐term care insurance to plan confidently.**For You**: Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.**For Your Wellness**: Access 24/7 support including professional therapy, coaching, and emotional well‐being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion’s Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting [e-mail] applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.TransUnion complies with all applicable immigration laws and regulations. The Company does not presently provide employer support or sponsorship for an immigration-related employment benefit for this position. Applicants must be authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.## **Pay Scale Information:**The U.S. base salary range for this position is $82,700.00 - $120,000.00 annually. \*The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.En TransUnion, fomentamos y estamos comprometidos con generar un impacto real y positivo, así como un sentido compartido de propósito a través de nuestra iniciativa *Workforce for Good*. Esta iniciativa empodera a nuestra gente para crecer, innovar y contribuir a un mejor futuro para nuestras comunidades y nuestros clientes. Trabajamos para construir un entorno en el que nuestros colaboradores tengan el control de su desarrollo profesional, contando al mismo tiempo con el apoyo necesario a lo largo del camino. Reconocemos que el éxito se alcanza cuando nuestros colaboradores prosperan tanto a nivel profesional como personal; por eso priorizamos la flexibilidad entre la vida laboral y personal, y ofrecemos recursos que permiten a nuestros equipos en todo el mundo colaborar y alcanzar la excelencia. Sé parte de nuestra ***Workforce for Good*****:** trabajarás con personas extraordinarias, productos innovadores y tecnología de vanguardia.TransUnion's Internal Job Title:Sr Lead, Customer Support OperationsCompany:TransUnion LLCBeware of scams tied to potential career opportunities. If you received a link, email, text or social media communication you weren’t expecting from TransUnion, take a moment to confirm the relevant information. Be wary when providing personal information. Contact [e-mail] or [phone] for assistance.