Senior Customer Support Lead
transunionEvanston, IL
Senior Customer Support Lead
transunionEvanston, ILManager L7
First-Line Supervisors of Office and Administrative Support WorkersComputer and Information Systems ManagersCustomer Service Representatives
Telemarketing Bureaus and Other Contact CentersComputer Systems Design ServicesCustom Computer Programming Services
APPLY NOW (opens in a new tab)Overview:
As Sr Lead, Customer Support Operations, you will guide a 24x7 service desk to safeguard operations and uphold trust in TransUnion's solutions. You'll lead real-time call and outage management while coaching a distributed team to meet SLAs and KPIs. You'll drive process improvements across Remedy/ITSM and Salesforce, ensuring high-quality support and effective cross-team handoffs. This role offers scale, cross-functional collaboration, and a focus on customer satisfaction within a global, hybrid work model. Compensation / Benefitsmedical, dental, and vision coverage from day oneHSA and FSA optionslife and disability insuranceparential leave and caregiver support 401(k) with employer match and ESPPtuition reimbursement
Responsibilities:
- Ensure adherence to SLAs and KPIs with ITIL-aligned processes (Health Checks, Floor Management, Call & Ticket Management)
- Oversee real-time call management and timely customer outage communications
- Lead performance management for direct reports, including coaching, evaluations, and development plans
- Monitor staffing levels and 24x7 shift coverage; manage KPI achievement and training completion
- Review operational metrics, produce monthly management reports, and ensure ticket quality and knowledge article compliance
- Participate in on-call rotation, respond to paging alerts, and coordinate outage communications within timelines
- Drive enhancements to Remedy/ITSM and Salesforce; spearhead process improvement to boost efficiency and service quality
- Ensure accurate cross-team handoffs for escalated tickets and provide overflow support across regions
- Uphold security, compliance, and global support standards while pursuing productivity and engagement targets
- Foster delivery excellence and customer experience in line with floor-management guidelines
Key requirements:
- Experience leading 24x7 Service Desk teams with responsibility for SLAs/KPIsKnowledge of ITIL-aligned processes (Health Checks, Floor Management, Call Management, Ticket Management, Incident Management, Customer Outage Communication)
- Experience in performance management (coaching, evaluations, performance improvement plans)
- Experience reviewing metrics, managing staffing, driving process improvements, and ensuring service quality
- Knowledge of security, compliance and support operations across global regions (India, UK, Canada, USA, LATAM)
- Cross-functional collaboration
- Stakeholder communication
- Incident management and bridge call coordination
- Remedy / ITSMSalesforceTicket Management
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Level
Manager L7
Location
Evanston, IL
Occupation
First-Line Supervisors of Office and Administrative Support Workers
Industry
Telemarketing Bureaus and Other Contact Centers
Posted
3 days ago