Global Service Desk - Team Lead

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

Ready to take your career global?

Make your mark at one of the biggest names in payments. We’re looking for a Team Lead to join our ever-evolving Global Service Desk Team and help shape the future of global commerce. In this role, you'll manage the Technical Support team and oversee the identification, prioritization, and resolution of reported technical issues. You will plan and coordinate edge network and messaging support activities to ensure service continuity, monitor team performance through problem management tools and databases, analyze recurring user issues, recommend effective solutions, and drive service improvements. Additionally, you will develop troubleshooting guidelines, checklists, and support resources to help the team efficiently resolve routine and recurring problems.

What you’ll own

• Provide leadership to the Global Service Desk team to ensure proper levels of customer service are continuously delivered, and ensure maximum engagement of the Global Service Desk Team in a 24x7 operating environment.

• Ensure that incident and request management procedures are adhered to by monitoring metrics, providing training and coaching the Global Service Desk team.

• Lead the Global Service Desk team call management processes to ensure call coverage during operation hours, and associated call center key performance indicators are maintained at optimal levels.

• Maximize use of the current IT Service Management tools to accurately identify each incident, request, problem, change, or asset record while ensuring accurate documentation is entered for each record.

• Participate in call handling and ticket overflow at identified thresholds.

• Diagnose, triage, and escalation incidents and requests to appropriate tier 3 and tier 4 assignee and/or team. Respond to incidents, requests for service, and questions within required response times.

• Provide on-site and remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals.

• Provide first and second level technical support, which includes centralized incident and request handling for customers with a focus on first call resolution; use best practice for incident management including detailed ticket documentation, and application of analytical skills to identify root cause and quickly determine the resolution.

• Responsible for configuring, provisioning and supporting various mobile devices and mobile device platforms.

• Assist in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards, and power supplies.

• Deploy software and system images for multiple OS and hardware standards.

• Research issues as assigned to determine the background, current state, identify root cause or known error and identify escalation team as requested.

• Identify and prioritize tasks and assignments as needed for the Global Service Desk team.

• Drive optimization of the knowledge management tools to enable quick resolution for known errors, configurations, and common issues.

• Responsible for preparing weekly/monthly reporting on IT End User service delivery metrics and key performance indicators.

• Lead meetings and calls as directed to ensure service level objectives are being met while providing leadership for IT service operations functional teams.

• Manage the Global Service Desk team schedule to ensure coverage during hours of operations, and designate after hours responsibility as needed.

• Assist in recruiting, screening, and interviewing for Global Service Desk candidates as directed.

• Work closely with all IT Services groups including Messaging, Voice and Conferencing, Collaboration, Infrastructure, Network, Desktop Engineering, and IT Security Operations to ensure that Global Payments security policies are followed by Service Desk supported employees.

• Drive continual improvement using metrics and data to coach or train the Global Service Desk team, members.

• Follow Global Payments company policies, procedures, and standards, as aligned.

• Performs other responsibilities associated with this position as may be appropriate and assigned.

• Follow personnel and department policies and procedures as outlined in the Employee Handbook and coordinate issues as needed through the Human Resources department.

• Travel to remote office locations as directed.
  

What you’ll bring

• Degree in computer science or related field preferred, or equivalent work experience.

• At least one certification is preferred in CompTIA, Microsoft or Cisco.

• ITIL Foundation.
  

It’s a bonus if you have

• 2-4 years practical experience in an IT Support role or combination of work experience and education.

• Proven team player with outstanding interpersonal and communication (written & oral) skills.

• Experience of cross-functional working and cultural sensitivity.

• Experience working with multiple operating systems and hardware platforms, including, but not limited to PC and MAC.

About the team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.