Global Service Desk Lead (Contract) — 24x7 Support

Global Payments Process Centre, Inc.; Quezon City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Global Payments Process Centre, Inc. is seeking a Service Desk Team Lead to guide a 24x7 Global Service Desk. The role emphasizes leadership, customer service, and technical excellence across workstations, devices, and software.

You will supervise escalation handling, coach staff, and collaborate with IT Services groups to uphold security and policy standards while driving performance metrics. This position requires flexibility for rotating shifts and a strong customer-focused mindset.

Qualifications

• Degree or equivalent work experience in a computer science related field.
• ITIL Foundation certification is preferred.
• CompTIA, Microsoft or Cisco certifications are preferred.

Responsibilities

• Lead the Global Service Desk team to ensure 24x7 customer service delivery.
• Monitor incident and request procedures; train and coach the team.
• Manage call coverage and KPI targets for efficient service.
• Utilize ITSM tools to accurately document incidents, requests, and assets.
• Provide on-site and remote support for workstations, devices, and printers.
• Deliver first and second level support with focus on first call resolution.
• Configure and support mobile devices and platforms.
• Assist in system upgrades and hardware maintenance as needed.
• Prepare weekly/monthly IT service delivery metrics reports.
• Coordinate with IT Services groups to ensure security policy compliance.
• Drive continual improvement using metrics and knowledge management.
• Support recruitment and onboarding of Service Desk staff as needed.

Skills

Leadership

Customer service

Communication

Problem solving

Multi-tasking

Education

Degree in computer science or related field

ITIL Foundation

Certifications in CompTIA, Microsoft or Cisco

Tools

ITSM tools

PC/Mac hardware

Job description

Global Payments Process Centre, Inc. is seeking a Service Desk Team Lead to guide a 24x7 Global Service Desk. The role emphasizes leadership, customer service, and technical excellence across workstations, devices, and software.

You will supervise escalation handling, coach staff, and collaborate with IT Services groups to uphold security and policy standards while driving performance metrics. This position requires flexibility for rotating shifts and a strong customer-focused mindset.