Service Desk Lead

7 months ago

Fortitude Valley, Australia Global Payments Full time

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

**About us**

Through local expertise and global scale, we at **Global Payments **Oceania deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, Sentral, Pigeonhole Software and Storman.

Collectively, these brands are anchored by Global Payments, a world leader in payments and software solutions and a Fortune 500® brand with a worldwide footprint to accelerate our customers' full potential.

As pioneers within the Australia and New Zealand payments landscape, **Eway **is a leading business-to-business ecommerce provider and **Ezidebit **a digital recurring business-to-consumer payments processing platform.

**About the role**

Join us as the **Service Desk Lead **, where you'll play a pivotal role in managing the operations of GP AU/NZ corporate staff systems and services. Your contributions will be crucial in ensuring our staff have the tools and support they need to deliver exceptional service to our customers.

In this hands on role, your primary focus will be providing practice and people leadership to our IT operations team members responsible for building, supporting, and maintaining internal IT services across Oceania. You'll also guide and develop practices for cross-functional scrum team members working on infrastructure across the company.

Key areas of responsibility will include:

- Management of the corporate enablement services, and their infrastructure and cloud environments;
- Lead and manage a team of technical staff;
- Manage the strategic planning for future team and technology growth and evolutions;
- Manage and prioritise the backlog and workload of the team;
- Lead the ITIL framework to provide support for issues escalated;

**About you**

An experienced leader, you will have an excellent understanding of modern infrastructure, cloud, and SaaS patterns and practices with the ability to clearly and concisely communicate these topics. A keen technologist you will have a background in designing and building robust, scalable solutions, you will have an understanding of distributed system considerations, security, and cloud technologies. Pivotal to your success will be your highly developed consultancy skills, strong technical comprehension, and ability to develop and lead high-performing teams.

**You will also bring**:

- A tertiary qualification in the field of Information Technology or a related discipline;
- A minimum of 3 years commercial experience managing technical teams;
- An understanding of web technologies, specifically as they relate to performance and end user experience and how to manage and monitor deviations from baseline;
- Strong stakeholder management skills, and experience working in a multi national company environment;
- An understanding of web technologies, specifically as they relate to performance and end user experience;
- A moderate understanding of automation tools and Infrastructure as Code;
- A working knowledge of Agile would be beneficial;
- Strong communication and collaboration skills.

**Our benefits**

**We want you to be you At Global Payments we are committed to an inclusive workplace where you can be your true self, feel supported and nurtured.**

We understand the struggle of the juggle - the balance of work and personal life can be challenging. So we offer a **flexible working **rhythm blending in-office and remote working.

Your health and wellbeing matter to us and we want you to take care of yourself, take advantage of the vast array of **wellbeing resources **we offer, use your breaks and your leave including **Birthday Leave.**

We provide a first class **employee assistance program **that offers you and your immediate family members complimentary counselling on life challenges such as financial hardship and domestic matters, plus coaching support for people leaders on wellbeing matters.

We offer **12 weeks paid parental leave **for either parent as well as two weeks paid secondary carer’s leave.

Celebrating together is a big part of our culture and we regularly gather for **Extravaganza and Team Appreciation Days **, plus fun activities brought to you by our social committees.

We like to shout at each other, not literally but via **Reward and Recognition Programs **such as Shout Outs - recognising our people that go above and beyond and make a difference to our customers.

We also pride ourselves on giving back to the communi

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