Position Purpose

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.

• 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.

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:

• 2-4 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).  

Physical Requirements and Working Conditions

• Physical Requirements: Those required in a typical office environment including sitting most of the time, finger dexterity for computer and paperwork, talking to convey detailed or important instructions, average hearing for normal conversations, and average visual acuity.  Lifting and maneuvering of supplies, materials, or equipment weighing up to 50 pounds.

• Working Conditions:  No hazardous or significantly unpleasant conditions. 

• Travel Requirements: Up to 10%  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the associate or others or which impose undue hardships on the organization.  This job description is not intended to fully and completely describe all duties of the position.  The incumbent will be required to complete other duties not specifically described herein as required by their supervisor.