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
Skills Required
- Bachelor's degree in Information Technology, Business, Engineering, or a related field
- Five or more years of professional experience in technology management, IT operations, or IT service management
- Five or more years managing people and leading an IT client support team
- Experience leading IT service processes or cross-functional technology initiatives
- Hands-on experience with incident, problem, change, and service transition management
- Knowledge of service-level monitoring, operational indicators, and IT governance mechanisms
- Experience coordinating 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
- Experience with ITSM platforms such as ServiceNow or BMC
- Experience supporting omnichannel interactions including voice, chat, self-service, and email
- Strong troubleshooting skills for network and database problems
- Experience troubleshooting application server architectures using Linux, Tomcat, and Java
- Understanding of server sessions and communications protocols
- Experience administering LDAP architectures
- Experience leading crisis rooms
- ITIL Foundations Certification
- Bilingual Spanish and English written and verbal communication skills
- Willingness to work in and manage a 24x7x365 team
- Additional ITIL certifications
- HDI certification
What the Team is Saying
TransUnion Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is described as strong, with multiple plan choices, reasonable deductibles, and access to mental‑health resources like Spring Health.
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Leave & Time Off Breadth — Flexible Time Off for salaried roles, PTO for hourly roles, paid holidays, wellness days, and hybrid flexibility underpin generous time‑away options.
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Parental & Family Support — Parental and caregiver benefits are emphasized, including 12 weeks of paid parental leave with a gradual return, adoption assistance, dependent‑care FSA, and Care@Work backup care from day one.
TransUnion Insights
What We Do
TransUnion is a global information and insights company that makes trust possible by ensuring that each consumer is reliably and safely represented in the marketplace. We do this by having an accurate and comprehensive picture of each person. This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world. Because of our work, organizations can better understand consumers in order to make more informed decisions, and earn their trust through great, personalized experiences, and the proactive extension of the right opportunities, tools and offers. In turn, consumers can be confident that their data identities will result in the opportunities they deserve. We make trust possible, so businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®—it’s our purpose, and what drives us every day.
Why Work With Us
Our culture is welcoming, energetic and innovative. There’s an overall synergy that flows throughout TransUnion, creating a sense of unity in knowing that we’re all working to achieve the same overall goal. We’re dedicated to providing opportunities for our people to get involved and stay connected with their colleagues across the globe.
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TransUnion Teams
TransUnion Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
