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 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.JJob Summary: Provides 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 SMEs 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 customers in the form of phone, email, and chatProvide customer experience recommendations to the cross-functional teams e.g. CSMs, Ops, etcManagementPerformance Management based on KPIs1 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 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 the ability to articulate it in any situationBusiness SystemsUses 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 channelsTrainingAssists with training and post-training support of new hiresProvides feedback to the training team and manager on new hire development and successQualificationsMinimum 3 years of experience in a call center environmentMinimum 3 years of experience in leading and influencing co-workersExceptional leadership and people management skills, with the ability to motivate and inspire a teamExcellent knowledge of call center operations, best practices, and customer service principlesExcellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholdersProficiency in call center software, customer relationship management (CRM-Salesforce) systems, and other relevant toolsStrong problem-solving and decision-making abilities with a focus on resolving customer inquiries efficiently and effectivelyStrong working knowledge of Microsoft Office and CRMs (Salesforce preferably)Bachelor's degree preferredFluency in written and spoken English C1Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.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.