Job Information
Worldpay, LLC Global Service Desk Team Lead in Cincinnati, Ohio
Job Description Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day. We're looking for Global Service Desk Team Lead to join our ever evolving Digital Workspace Team to help us unleash the potential of every business. About the team We are seeking a highly skilled and experienced Global Service Desk Team Lead to lead our dynamic team in Cincinnati. The successful candidate will be a part of our global service desk operations leadership team ensuring exceptional customer support and service delivery to your Worldpay teammates. What you'll own Leadership and Management: Lead and manage a team of service desk analysts, providing guidance, support, and mentorship. Develop and implement strategies to improve service desk performance and customer satisfaction. Develop and implement on-going Service Improvement measures Coordinate technical and hierarchical escalation & partnership with other technical teams / 3rd parties / management. Service Delivery: Oversee the day-to-day operations of the US (Cincinnati) Global Service Desk FTEs (approx. 4), ensuring timely and effective resolution of incidents and service requests. Monitor service desk metrics and KPIs, identifying areas for improvement and implementing corrective actions. Ensure compliance with ITIL best practices and company policies. ServiceNow (SNOW) Consumption: Manage and maintain Worldpay's interactions, incidents, and requests within the ServiceNow system. Monitor technicians to ensure adherence to documentation standards of work, SLA's, and other relevant activities within the system. Provide training and support to service desk staff on ServiceNow functionalities, standards, and changes. Customer Engagement: Act as the primary point of contact for escalated issues and major incidents. Build and maintain strong relationships with key stakeholders and clients; especially the assigned primary location(s) / region(s). Ensure high levels of customer satisfaction through effective communication and problem-solving. Where you'll own it We are looking for someone willing and able to work 5 days (Monday-Friday) in our Cincinnati office. What you bring Proven experience in a service desk leadership role, preferably in a global or multi-site environment. Experience with ServiceNow, with a focus in Service Operations Workspace consumption. Experience with other ITSM solutions is acceptable but SNOW is preferred. Strong knowledge of ITIL framework and best practices. Excellent leadership, communication, and interpersonal skills. Ability to work in a fast-paced, dynamic environment and manage multiple priorities. What you bring Required: Strong leadership experience building a team by demonstrating the following characteristics: empathy, encouragement and the ability to teach your team. Nice to have: Proven experience in a service desk leadership role, preferably in a global or multi-site environment. Experience with ServiceNow, with a focus in Service Operations Workspace consumption. Experience with other ITSM solutions is acceptable but SNOW is preferred. Strong knowledge of ITIL framework and best practices. Getting "in the weeds" is part of this job; this is a working manager / leadership role. Worldpay perks - what we'll bring for you We know it's bigger than just your career. It's your life, and your world. That's wh