Supervisor, Global Service Desk

Job Description Summary

The Global Service Desk Team Lead is responsible for ensuring that BTS Global Service Desk team members deliver IT services to our customers according to identified objectives and agreed service levels. The Global Service Desk Team Lead will need to have a strong customer service ethos and be capable of interacting with both users and management to drive customer-focused technical support to the end-user community supporting associated workstations, laptops, operating systems, software, hardware, and peripherals. The incumbent must be detail oriented, capable of investigating escalated incidents and requests, communicate professionally in a timely manner, with the ability to adapt and learn new skills quickly.

Shifts may include quarterly rotating times that may include early mornings, evenings, nights, and/or weekends.

• 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.
• Travel to remote office locations as directed.

What Are We Looking For in This Role?

• 5 years practical experience in a Global Service Desk or 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.
• Experience working with different reporting tools, including, but not limited to Microsoft Office, Google Suite.

• The following education/certification are considered a plus:

• 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.

What We Offer

At Global Payments Process Centre, Inc., we are committed to providing our employees with a rewarding and fulfilling work experience. Some of the key benefits you can expect include:

1. Competitive salary
2. Comprehensive health and wellness package
3. Paid time off and leave credits
4. Opportunities for career advancement and professional development
5. Collaborative and supportive work environment