Supervisor , Global Service Desk - Contractor

Team Information Technology
Location Quezon City, Philippines
Position Type Full time
Reference Number R0071295

Job Description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

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.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpayments.com.

Supervisor , Global Service Desk - Contractor

Apply now

My Health

We offer access to medical coverage that supports the health and wellbeing for you and your family.

My Money
In addition to base salary, you may be eligible for bonuses and/or equity awards, determined by role, level, impact, and our policies.
My Lifestyle
We have a dedicated Wellness Week each year – which includes an extra paid day off - so you can take time to relax, recharge and invest in your wellbeing.
My Family
FLEX, our family inclusion community, offers support for all Globalpayers at every stage, from raising families to caring for loved ones
My Time Off
We offer paid time off and public holidays so you can rest, recharge and spend time on what matters most.

Application steps

Submit Your Application

Here's where we'll learn a little about you, why you want to join Worldpay, and why you'd be a good addition to our team. You'll also need to upload your resume and a cover letter too.

Application Review

Once you’ve submitted your application, Worldpayers will review it and see if you’re a good match for the role, team and culture. If you’re successful, we'll invite you for an interview where we can get to know each other better.

Interview with a Worldpayer

This is the time where we get to know you better, and your opportunity to learn more about us. The best way to thrive is to bring your whole self to the conversation. We’ll ask about your skills and experiences, as well as your career aspirations. Depending on the role, you might have multiple interviews with various Worldpayers.

Offer and Onboarding

The exciting part! If you’re the best candidate, your recruiter will be in touch to confirm your offer. If you accept, we’ll walk you through the next steps of what you can expect during your background check and onboarding process to get you ready to become an official Worldpayer.

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Privacy Statement

Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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