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Worldpay

Supervisor , Global Service Desk - Contractor

Worldpay
Philippines, Quezon City
5-7 Years
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  • Posted 13 hours ago
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Job Description

Ready to take your career global

  • 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.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
It Support
Employment Type:
Full time

About Company

Worldpay

Job ID: 150863531

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Last Updated: 07-07-2026 07:11:47 AM
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