Global IT Service Desk Lead - Contractor

Global Payments Inc.; Quezon City; On-site; PHP 480,000 - 720,000; Full time

Job summary

Global Payments Inc. is seeking a Service Desk Team Lead who will guide the Global Service Desk in delivering IT services and maintaining high customer service standards.

The role involves leadership in a 24x7 environment, incident and request management, and coordination with cross-functional IT teams to ensure timely resolutions. The ideal candidate brings 2–4 years in IT support, strong communication skills, and experience with Windows/MAC, plus ITIL foundations.

Qualifications

• 2-4 years practical experience in an IT Support role.
• Strong customer service ethos with ability to operate in a 24x7 environment.
• Experience with incident and request management processes.
• Experience working with Windows and MAC OS and hardware.

Responsibilities

• Provide leadership to the Global Service Desk team and ensure 24x7 service delivery.
• Monitor incident management metrics and coach the team.
• Lead call management to maintain coverage and KPIs.
• Document records accurately using ITSM tools.
• Respond to incidents and requests within required times.
• Provide on-site and remote technical support for workstations, devices, and printers.
• Assist in system upgrades and deployment of software images.
• Collaborate with IT groups to ensure security policies are followed.

Skills

Interpersonal communication

Written and oral communication

Customer service

Multitasking

Education

Degree in computer science or related field

ITIL Foundation

CompTIA/Microsoft/Cisco certification

Job description

Global Payments Inc. is seeking a Service Desk Team Lead who will guide the Global Service Desk in delivering IT services and maintaining high customer service standards.

The role involves leadership in a 24x7 environment, incident and request management, and coordination with cross-functional IT teams to ensure timely resolutions. The ideal candidate brings 2–4 years in IT support, strong communication skills, and experience with Windows/MAC, plus ITIL foundations.