Team Manager GSD L2

Amex GBT is a place where colleagues find inspiration in travel as a force for good and through their work can make an impact on our industry. Were here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Global Service Desk Level 2 Team Manager

The Level 2 Team Manager leads a team of advanced Technical Support Specialists handling escalated and complex issues beyond L1 triage scope. Where L1 focuses on speed and volume L2 is where complexity lives your team resolves what L1 cannot engages with on-site infrastructure and partners with broader IT functions to prevent issues before they surface. This is a technical leadership role where subject matter depth proactive queue management and structured problem-solving are as important as people skills. Technical excellence and outstanding customer service are both expected; neither is optional.

What Youll Do

Team Leadership & People Development

• Lead coach and develop L2 Technical Support Specialists setting clear expectations and supporting strong individual performance
• Conduct structured one-to-ones performance reviews and technical coaching sessions to build genuine specialist capability beyond metrics
• Identify skill gaps and develop targeted learning plans; support formal training certifications and on-the-job development
• Foster a culture of accountability and collaboration a team that owns issues end to end
• Manage employee relations including performance improvement processes and support L2 specialist recruitment

Proactive Ticket & Queue Management

• Own the health of the L2 queue: ensure tickets are correctly triaged prioritised and progressing never idle or ageing beyond SLA
• Proactively identify recurring issues and systemic failures before they become high-volume L1 problems; use Nexthink and other tooling to surface trends early
• Establish clear escalation workflows between L1 and L2 and between L2 and specialist IT teams (network security MDM infrastructure)
• Maintain rigorous ticket documentation standards; every resolution should inform future fixes and enrich the knowledge base
• Review aged and high-priority tickets regularly; unblock stalled cases and ensure colleagues always have a clear next step

Technical Domain Oversight

• Maintain oversight across core technical disciplines: macOS and Windows; VPN and security; Microsoft 365 and Exchange; Cisco voice (Webex Finesse); JAMF and Intune (MDM); Nexthink
• Provide direct technical guidance on complex or high-impact issues drawing on your own hands-on expertise
• Stay current on platform updates security protocols and emerging technologies; drive the same across your team
• Build capability in growth areas: network technologies voice systems security initiatives MDM and Exchange infrastructure

Customer Service & Quality Assurance

• Champion outstanding colleague experience at L2 every interaction should reflect GBTs commitment to its people regardless of technical complexity
• Conduct regular QA reviews of resolutions and customer interactions; provide specific actionable feedback
• Monitor CSAT and quality scores at team and individual level; take swift action where standards slip

Process Improvement & Cross-Team Collaboration

• Identify recurring issues pointing to process or tooling gaps and drive practical improvement initiatives
• Collaborate with L1 Team Leaders to ensure smooth escalation pathways and feed L2 insight back into L1 capability
• Partner with network security GSD MDM and EUC teams to resolve systemic issues and optimise support delivery

Stakeholder Communication & Reporting

• Act as primary escalation point for complex and sensitive issues; communicate clearly with senior stakeholders throughout
• Provide regular reporting on performance SLA adherence and quality leading with insight rather than raw data
• Represent L2 EMEA and APAC in cross-functional forums and contribute to the broader GSD strategy and Aurora programme

What Were Looking For

Education & Experience

• 68 years in technical support or IT operations with at least 23 years in a team lead or management role
• Hands-on technical expertise across the core L2 domains technical credibility is essential not optional
• Experience managing teams in a global or multinational IT support environment strongly preferred
• Bachelors degree in IT Computer Science or related field is advantageous; equivalent experience equally valued

Core Competencies

• Strong people leadership: develop specialists manage performance with clarity and fairness build a high-trust team
• Proactive and structured approach to queue management you look ahead not just at whats in front of you
• Analytical: spot patterns in ticket data translate trends into action present insight clearly to non-technical stakeholders
• Outstanding communication able to move fluently between a technical deep-dive and a plain-English senior leader update
• Resilient under pressure; collaborative and globally minded across time zones and organisational boundaries

Technical Knowledge

• Advanced troubleshooting across macOS and Windows; proficiency with Microsoft 365 Exchange VPN and enterprise security tooling
• Hands-on MDM experience JAMF and/or Intune; familiarity with Cisco voice technologies (Webex Finesse)
• Experience with Nexthink or equivalent monitoring platforms; strong ITSM/ITIL knowledge formal certification desirable
• Experience with on-site and remote support models including deskside and hands-and-eyes support at corporate locations

Location

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans retirement programs parental leave adoption assistance and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you with access to over 20000 courses on our learning platform leadership courses and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups centered around common identities or initiatives to discuss challenges obstacles achievements and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age sex gender (and characteristics related to sex and gender) pregnancy (and related medical conditions) race color citizenship religion disability or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data please consult the Amex GBT Recruitment Privacy Statement.

What if I dont meet every requirement If youre passionate about our mission and believe youd be a phenomenal addition to our team dont worry about checking every box; please apply anyway. You may be exactly the person were looking for!