Supervisor, Global Service Desk

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.

• 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.
• 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.

Preferred Education/Certification:

• 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.

Experience Required:

• 5 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.

Skills/Abilities:

• Ability to manage multiple issues at one time with exceptional follow through.
• Exhibits an energetic attitude that promotes teamwork, integrity, and results.
• An aptitude for identifying, analyzing, and resolving common technical issues, questions and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals.
• Written and oral communication skills appropriate for the position, including the ability to speak well in basic professional situations (may include communication via telephone or in person).

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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact