Senior Customer Support Lead

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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 Trans Union'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.

• 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.

• 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.

• Remedy / ITSM.
• Salesforce.
• Ticket Management.
• Call Management.
• Knowledge Article management and compliance.

• 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.