Team Lead, Global Service Desk

Team Lead, Global Service DeskEquinix 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 consecutive quarterly 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. *As of Quarter 4 2022Job SummaryProvides day to day and escalation support for all levels of GSD agents related to customer requests, inquiries, and/or questions through email, phone, or live chatResponsibilitiesCustomer SupportProvides support for SME's and escalated customer requests, inquiries, and/or questions through email, phone, or live chatResponsible for understanding and improving customer satisfaction scores for their overall teamProvides day to day and escalation support for all levels of GSD agents related to customer requests, inquiries, and/or questions through email, phone, or live chatMay also take contacts from customer in the form of phone, email and chatProvide customer experience recommendations to cross functional team e.g. CSMs, Ops, etcManagementPerformance Management based on KPI's1 on 1 coaching and development, and performance improvement planningProvides performance coaching and feedback results to their teamsCoach and mentor GSD Teams through side by side support, escalation supportPlans, monitors and reports out on team performanceProcess (Improvement/ Development/ Management/ Documentation)Directs team on adopting process and procedure changesRecommends alterations and identifies areas to improve for processes that they manageParticipates in the development and improvement of processes while working with other cross functional teamsHas an expert understanding of the service desk process and ability it to articulate it in any situationBusiness SystemsUses 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 channelsTrainingAssists with training and post training support of new hiresProvides feedback to the training team and manager on new hire development and successQualifications3+ years professional experience preferred1+ years of supervisory experience preferredAdvance English is mandatoryBachelor's degree preferredEquinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you need assistance in applying for an open position, you may send an email to Staffing@equinix.com. Please provide your contact information and let us know how we can assist you.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.