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 1300 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.

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.

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.

• Travel to remote office locations as directed.

Knowledge Experience Skills and Behaviors

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 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.

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 .