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
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
Basic Qualifications :
Preferred Qualifications :
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.