Service Desk Team Lead

2 weeks ago

Manila, National Capital Region, Philippines Global Payments Full time

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Duties and Responsibilities

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 escalate 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.

Assist in requesting to deploy assets hardware to GSD team members.

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 End User Support delivery metrics and key performance indicators.

Responsible for preparing monthly performance scorecards of the Global Service Desk team members.

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

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

Work closely with all IT Services groups including Telecommunication Voice, 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.

Global Payments Inc. is an equal opportunity employer.

Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Interested in learning more about Global Payments and Our Family of Brands?

Global Payments Inc. (NYSE: GPN) is a leading pure play payments technology company delivering innovative software and services to our customers globally. Our technologies, services and employee expertise enable us to provide a broad range of solutions that allow our customers to operate their businesses more efficiently across a variety of channels around the world.

Headquartered in Georgia with nearly 24,000 employees worldwide, Global Payments is a member of the S&P 500 with worldwide reach spanning over 100 countries throughout North America, Europe, Asia Pacific and Latin America. For more information, visit and follow Global Payments on Twitter (@globalpayinc), LinkedIn and Facebook.

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