Global Service Desk — Level 1 Team Leader

Responsibilities

• Lead, coach, and mentor a team of Level 1 Service Desk Analysts to achieve performance targets and maintain high-quality service.
• Oversee daily L1 triage operations, ensuring consistent first-contact resolution, SLA adherence, and prompt escalation to L2.
• Manage shift schedules to ensure optimal coverage across a 24/7 follow-the-sun support model.
• Monitor and analyze key metrics including First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT).
• Conduct regular one-to-ones, performance reviews, and structured coaching sessions focused on quality and customer experience.
• Identify process gaps and recommend continuous improvement initiatives to enhance service delivery.
• Support the recruitment, onboarding, and training of new team members.

Requirements

• 4-5 years of experience in IT support or service desk operations.
• 1-2 years of experience in a team lead, senior analyst, or supervisory capacity.
• Proven track record of leading or mentoring others in a high-volume, KPI-driven environment.
• Strong knowledge of IT infrastructure, including operating systems, hardware, and networking fundamentals.
• Experience with ITSM/ticketing platforms such as ServiceNow.
• Excellent written and verbal communication skills with the ability to engage across all levels of the organization.
• Ability to work in a fast-paced, shift-based environment and manage competing priorities.

Preferred Qualifications

• Bachelor's degree in Business, Information Technology, or a related field.
• Experience with onboarding or learning platforms like Articulate or Workday.

Benefits

• Flexible benefits including health insurance, retirement programs, and wellbeing resources.
• Travel perks with access to deals on flights, hotels, and car rentals.
• Extensive professional development through access to over 20,000 courses and leadership training.
• An inclusive culture with global INclusion Groups.

About the Company

Amex GBT is a global leader in travel management, providing travel solutions to millions of travelers worldwide. We offer an inclusive and collaborative culture where colleagues find inspiration in travel as a force for good.