Make your mark at one of the biggest names in payments. We’re looking for a Global Service Desk Team Lead to join our ever-evolving Customer Operations Team and help shape the future of global commerce.
What You’ll Own
Service Desk Operations Management: Lead the daily operations of the Global Service Desk team in a 24x7 environment, ensuring IT service delivery meets defined objectives and agreed service levels.
Performance & Process Improvement: Monitor service desk metrics, analyze trends, and drive continuous improvement initiatives in incident and request management, knowledge management, and workflow optimization.
Team Leadership & Stakeholder Coordination: Provide leadership, coaching, and development to team members while collaborating with internal IT teams and stakeholders to ensure high-quality, customer-focused technical support.
What You’ll Bring
Bachelor’s degree in Computer Science or related field, or equivalent work experience
At least 5 years of experience in a Global Service Desk or IT Support environment
Proven experience leading and developing high-performing support teams
Strong communication skills in English, both written and verbal
Hands-on experience in incident management, escalation handling, and service delivery
Familiarity with IT Service Management (ITSM) tools and processes
Experience working with multiple operating systems (Windows, Mac) and hardware platforms
Proficiency in Microsoft Office and reporting tools
Strong problem-solving skills with the ability to manage multiple priorities
Ability to work in a 24x7 shifting schedule, including early mornings, evenings, nights, and weekends
It’s a bonus if you have
IT certifications such as CompTIA, Microsoft, Cisco, or ITIL Foundation
Experience in knowledge management optimization and service desk automation
Background in SLA/KPI management, reporting, and performance analytics
Experience working in a global or cross-functional IT environment
What Part Will You Play?
Lead the Global Service Desk team to ensure consistent delivery of high-quality customer service and maximum team engagement
Monitor and ensure adherence to incident and request management processes, including proper documentation in ITSM tools
Oversee call management processes and ensure KPI targets and service levels are consistently achieved
Handle escalations by diagnosing, triaging, and assigning incidents to appropriate support tiers
Participate in call handling and manage ticket overflow when needed
Drive knowledge management improvements to enable faster issue resolution
Prepare and present weekly and monthly reports on service desk performance and KPIs
Conduct performance evaluations and prepare scorecards for team members
Provide coaching, training, and development to improve team capability and performance
Collaborate with IT teams (Infrastructure, Network, Security, Collaboration, etc.) to ensure seamless service delivery and policy compliance
Assist in recruitment, screening, and onboarding of new team members
Ensure compliance with company policies, procedures, and security standards
Identify process gaps and recommend improvements to enhance productivity and service quality
Perform other duties as assigned
About The Team
Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry—people you can learn from as you grow your career. The energy, collaboration, and opportunities here are unmatched. Join us and be part of an ever-evolving company that offers dynamic, cross-border career growth.
What makes a Globalpayer?
Globalpayers think like a client, act like an owner, and win as one team. We are curious, innovative, and always looking for better ways to deliver impact. We empower each other, embrace challenges, and are passionate about excellence in everything we do.
