Global Service Desk Lead — Remote & 24/7 Operations

Global Payments Process Centre, Inc.; Quezon City; On-site; PHP 900,000 - 1,100,000; Full time

Job summary

Global Payments Process Centre, Inc. is seeking a Team Lead to manage the Global Service Desk and drive continuous service improvements. You will oversee incident and request handling, coach the team, and ensure high-quality support across multiple devices and platforms.

You will participate in scheduling, metrics reporting, and cross-functional collaboration with IT services to maintain security compliance and optimal performance. The role requires leadership in a fast-paced, global environment.

Qualifications

• Bachelor's degree or equivalent work experience in IT.
• At least one certification in CompTIA, Microsoft or Cisco is preferred.
• ITIL Foundation certification is a plus.

Responsibilities

• Lead Global Service Desk team to deliver 24x7 customer service.
• Monitor incident metrics, train and coach staff.
• Oversee call management and ensure service levels are met.
• Provide on-site and remote technical support for devices and OS.

Skills

Team leadership

Incident management

Customer service

Education

Degree in computer science or related field

ITIL Foundation

Tools

ITSM tools

Job description

Global Payments Process Centre, Inc. is seeking a Team Lead to manage the Global Service Desk and drive continuous service improvements. You will oversee incident and request handling, coach the team, and ensure high-quality support across multiple devices and platforms.

You will participate in scheduling, metrics reporting, and cross-functional collaboration with IT services to maintain security compliance and optimal performance. The role requires leadership in a fast-paced, global environment.