Supervisor, Global Service Desk

Job Description Summary

The Global Service Desk Team Lead is responsible for ensuring that BTS Global Service Desk team members deliver IT services to our customers according to identified objectives and agreed service levels. The Global Service Desk Team Lead will need to have a strong customer service ethos and be capable of interacting with both users and management to drive customer-focused technical support to the end-user community supporting associated workstations, laptops, operating systems, software, hardware, and peripherals. The incumbent must be detail oriented, capable of investigating escalated incidents and requests, communicate professionally in a timely manner, with the ability to adapt and learn new skills quickly.

Shifts may include quarterly rotating times that may include early mornings, evenings, nights, and/or weekends.

What You Will Do

• Provide leadership to the Global Service Desk team to ensure proper levels of customer se...