Manager I, IT Support
TransUnion's Job Applicant Privacy Notice
Team Overview
At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.The Manager I, IT Support is responsible for managing and strengthening IT service processes, including incident response, problem management, change control, and the transition of new services. The role ensures that technology services are delivered reliably and securely, in line with agreed service levels and associated risk controls.
This position works cross-functionally with Technology, Information Security, Commercial Solutions, vendors, and other teams involved in service delivery and support. The role also strengthens service governance, monitors performance indicators, and promotes process standardization and automation. 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.
Role Overview And Core Responsibilities
Bachelor’s degree in Engineering, Business Administration, Information Technology, or a related field.
Minimum of five years of professional experience in technology management, IT operations, or IT service management.
Demonstrated experience leading IT service processes or cross-functional technology initiatives; Senior Lead or equivalent experience may be considered.
Hands-on experience with incident, problem, change, and service transition management.
Knowledge of service-level monitoring, operational indicators, and IT governance mechanisms.
Experience coordinating internal teams, Technology, Information Security, business stakeholders, and external vendors.
Knowledge of technology risk management and root cause analysis.
Experience implementing IT process standardization, optimization, or automation initiatives.
#LI-Hybrid #LI-SO1
Required Knowledge And Experiences
- Bachelor's Degree in Information Technology, Business, or related field.
- Five (5) plus years' experience managing people with a demonstrated record of accomplishment of leading an IT Client Support Team where customer experience is a priority. Demonstrate advanced interpersonal skills to engage with peers, customers, and senior management.
- Proven skills in training, leadership development and team building to include supervisory and associate level talent.
- Experience with ITSM platforms (ServiceNow, BMC, etc.) supporting Omni channel interactions (Voice, Chat, Self-Service, Email, etc.).
- Strong skills in troubleshooting network and database problems; end-to-end session management experience.
- Solid experience troubleshooting application server architectures, running on Linux-Tomcat-Java and related technologies.
- Clear understanding of server sessions and communications protocols.
- Experience managing (administering) LDAP architectures.
- Strong leadership to run and orchestrate crisis rooms.
- ITIL Foundations Certification required (at a minimum), additional ITIL certifications preferred.
- Excellent written and verbal (Bilingual Spanish/English) communication skills and the ability to present complex technical information in a clear and concise manner to a variety of audiences, both technical and non-technical.
- Willingness to work in and manage a 24x7x365 team.
- HDI certification strongly desired.
TransUnion Overview:
At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development- while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
Be a part of our Workforce for Good - you’ll work with great people, pioneering products and cutting-edge technology.
TransUnion Job Title
Manager I, IT Support