Team Lead, Global Service Desk

Team Lead, Global Service Desk
Equinix is the world’s digital infrastructure company, operating 240+ 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 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. 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.

**J**

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

Management
- Performance Management based on KPIs
- 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 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 the ability to articulate it in any situation

Business Systems
- Uses expert knowledge of business systems to identify issues and gaps in 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

**Qualifications**
- Minimum 3 years of experience in a call center environment
- Minimum 3 years of experience in leading and influencing co-workers
- Exceptional leadership and people management skills, with the ability to motivate and inspire a team
- Excellent knowledge of call center operations, best practices, and customer service principles
- Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders
- Proficiency in call center software, customer relationship management (CRM-Salesforce) systems, and other relevant tools
- Strong problem-solving and decision-making abilities with a focus on resolving customer inquiries efficiently and effectively
- Strong working knowledge of Microsoft Office and CRMs (Salesforce preferably)
- Bachelor's degree preferred
- Fluency in written and spoken English C1

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration 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.