Global Service Desk Lead — 24/7 IT Support

Global Payments; Quezon City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Global Payments is seeking a Global Service Desk Team Lead to steer a responsive IT support group in the Philippines. You will guide escalation handling, maintain service levels, and ensure timely resolution for end users in a fast-paced environment.

The role requires 2–4 years in IT support, strong interpersonal and communication skills, and the ability to work with cross-functional teams to uphold security and IT policies.

Qualifications

• 2-4 years practical IT support experience.
• Strong interpersonal and written/oral communication.
• Experience with cross-functional teams and cultural sensitivity.
• Experience with multiple OS and hardware platforms.

Responsibilities

• Lead the Global Service Desk in a 24x7 environment with focus on customer service.
• Monitor incidents and requests; train and coach the team.
• Oversee call management and KPI targets for service levels.
• Provide on-site and remote support for workstations, laptops, OS, software, and peripherals.
• Deliver first- and second-level support with root-cause analysis.
• Coordinate with other IT groups to enforce security policies.

Skills

Customer service

Leadership

Communication

Incident management

ITIL

Education

Degree in computer science or related field

ITIL Foundation

Tools

ITSM tools

Job description

Global Payments is seeking a Global Service Desk Team Lead to steer a responsive IT support group in the Philippines. You will guide escalation handling, maintain service levels, and ensure timely resolution for end users in a fast-paced environment.

The role requires 2–4 years in IT support, strong interpersonal and communication skills, and the ability to work with cross-functional teams to uphold security and IT policies.