Team Lead, Global Service Desk

hace 1 semana


Bogota, Colombia Equinix A tiempo completo

Team Lead, Global Service Desk
Equinix is the world’s digital infrastructure company, operating 200+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five continents.

Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best in class service to our data center customers. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success

**What you will be doing**

**Responsibilities**
Customer Support
- Responsible for understanding and improving customer satisfaction scores for their overall team
- Provide customer experience recommendations to cross functional team e.g. CSMs, Ops, etc

Management
- Performance Management based on KPI's
- 1 on 1 coaching and development, and performance improvement planning
- Provides performance coaching and feedback results to their teams
- Coach and mentor GSD Teams through side by side support, escalation support
- Plans, monitors and reports out on team performance

Process (Improvement/ Development/ Management/ Documentation)
- Directs team on adopting process and procedure changes
- Recommends alterations and identifies areas to improve for processes that they manage
- Participates in the development and improvement of processes while working with other cross functional teams
- Has an expert understanding of the service desk process and ability it to articulate it in any situation

Business Systems
- Uses expert knowledge of business systems to identify issues and gaps on GSD business systems (e.g., Siebel, CSC, ECP)
- Report and triage system issues to the proper channels

Training
- Assists with training and post training support of new hires
- Provides feedback to the training team and manager on new hire development and success

**What you should have**
- 1+ years of supervisory experience preferred
- Bachelor's degree preferred
- 3+ years professional experience preferred
- English advanced

“Equinix is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.”



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