Team Manager - GSD L2

Responsibilities

• Lead, coach, and develop L2 Technical Support Specialists through structured one-to-ones and technical coaching.
• Own the health of the L2 queue, ensuring tickets are correctly triaged, prioritized, and progressed within SLA.
• Proactively identify recurring issues and systemic failures using Nexthink and other monitoring tools.
• Provide direct technical guidance on complex macOS, Windows, and infrastructure issues.
• Establish clear escalation workflows between L1, L2, and specialized IT teams such as Network and Security.
• Conduct regular QA reviews of resolutions and monitor CSAT and quality scores.
• Collaborate with cross-functional teams to drive process improvements and optimize support delivery.

Requirements

• 6–8 years of experience in technical support or IT operations.
• 2–3 years of experience in a team lead or management role.
• Advanced troubleshooting expertise in macOS and Windows environments.
• Proficiency with Microsoft 365, Exchange, VPN, and enterprise security tooling.
• Hands-on experience with MDM platforms such as JAMF or Intune.
• Familiarity with Cisco voice technologies (e.g., Webex, Finesse).
• Experience using Nexthink or similar digital employee experience monitoring platforms.
• Strong analytical skills to translate ticket trends into actionable insights.

Preferred Qualifications

• Bachelor's degree in IT, Computer Science, or a related field.
• Formal ITIL certification.
• Experience managing teams within a global or multinational IT support environment.

Benefits

• Flexible benefits including health insurance, retirement programs, and wellbeing resources.
• Access to a vast learning platform with over 20,000 courses.
• Travel perks and exclusive deals from major travel providers.
• Inclusive culture with access to global INclusion Groups.

About the Company

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