IT Service Desk team leadVisa

Company Description
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Job Description
Everyone at Visa works with one goal in mind - making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team.
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
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.
Minimum five years of work experience in IT Service Desk environment with at least 2 years as a team lead
Education:
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
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.
Visa

Pasay City, Metro Manila
Permanent
Full-time