Global Service Desk Team Lead | Gateshead
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.
What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.
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.
Are you ready to make your mark? Then you sound like a Worldpayer.
About the team
Our Tech and Security teams keep us moving each day, no matter where we are in the world. From the hardware to the networks and everything between, they humbly make it all happen. We are seeking a highly skilled and experienced Global Service Desk Team Lead to lead our dynamic team in Gatwick. The successful candidate will be a part of our global service desk operations leadership team ensuring exceptional support and service delivery to our WorldPayer’s. This role requires extensive experience with Team Leadership, Face-To-Face customer interactions, Ticket Management within ServiceNow, and a strong background in IT Service Management. This is a “working” Manager/Leadership role.
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.
Conduct regular team meetings and performance reviews.
Develop and implement on-going Service Improvement measures
Coordinate technical and hierarchical escalation & partnership with other technical teams / 3rd parties / management.
Inform, Update, and Escalate to Senior Leadership regarding any issues of operational significance
Service Delivery:
Oversee the day-to-day operations of the UK / EMEA Global Service Desk FTEs (approx. 4), ensuring timely and effective resolution of incidents and service requests.
Lead customer engagement over all channel types; phone, chat, walk-up, requests, etc….
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
You’ll own it in our EMEA sites are hubs of activity, conversation, and openness. With inspiring, stylish workspaces we want people to feel excited to come and do their best work
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.
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 why we offer global benefits and programs to support you at every stage. Here’s a taste of what you can expect.
A competitive salary and benefits.
Time to support charities and give back to your community.
Parental leave policy.
Global recognition platform.
Virgin Pulse access.
Global employee assistance program.
What makes a Worldpayer
At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.
Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we’re always looking to create a bigger impact for our colleagues and customers.
Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.
Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.
Does this sound like you? Then you sound like a Worldpayer.
Apply now to write the next chapter in your career. We can’t wait to hear from you.
To find out more about working with us, find us on LinkedIn.
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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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