IT Service Desk Team Lead
Visa
Pasay City, PHILIPPINES, Philippines
4d ago

Job Description

Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience first.

With this in mind, we are consolidating our Level 1 support teams across Corporate IT into a single organization and rethinking the way we provide Level 1 support to all end users.

As a member of the End Users Systems support team, the IT Service Desk Team Lead will be responsible for day-to-day operations, people management and escalation management.

Reports to : IT Service Desk Manager

Responsibilities :

Monitors the quality of live and non-live contacts for each team member

Conducts coaching sessions with each team member to discuss contact quality reviews and individual performance scorecard

Prepares and conducts monthly and yearly performance reviews on each team member using the individual performance scorecard

Analyzes regular performance reports and take actions to ensure desired behaviors from team members

Handles escalations from dissatisfied customers and proactively reports such instances to the Service Desk Manager

Conducts team huddles and events to ensure high levels of team motivation as well as to communicate key updates

Develops training and performance improvement plans for team members

Proposes innovation and improvements to current processes / procedures / tools to the Training, Process & Tools Lead

Helps instill a fun working environment by proposing gamification initiatives to the Service Desk Manager

Position may be required to work various time zones, in support of 24x7x365 support requirements

Qualifications

Basic Qualifications :

  • 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
  • Preferred Qualifications :

  • 5 or more years of work experience in IT Service Desk environment with at least 2 years as a team lead
  • Completed at least two years of College education or equivalent IT / technical training
  • CompTIA A+ or Microsoft Professional Certification a plus, Leadership training a must
  • Strong people management and performance management skills
  • Demonstrated ability to provide excellent customer service and handle escalations
  • Strong interpersonal skills, verbal and written communication skills. Ability to interact effectively with customers, vendors, peers and management via multiple communication channels
  • Strong problem solving skills and decision-making ability
  • Troubleshooting knowledge for Microsoft Windows 7 / 10, Mac, Mobile Devices (Android & iOS), Microsoft Office applications suite, Office365, MS Exchange, Outlook, local and LAN printers, Wi-Fi, VPN, Internet Connectivity, Communication tools (Skype, Jabber, etc.)
  • Work experience with Microsoft Active Directory Users and Groups Management
  • An understanding of basic network management (TCP / IP, Wireless, DNS, DHCP) including administration of various kinds of network devices
  • Experience using remote support tools e.g. Remote Desktop, LogMeIn, Team Viewer, Bomgar, etc.
  • Additional Information

    Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

    Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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