Senior Global 24x7 Customer Support Lead (Hybrid)

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

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