Director, IT Support

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. 

Job Description:

We are looking for a Director, IT Support to oversee our day-to-day L2 support teams.

Director, IT Support responsibilities include overseeing multiple Level 2 support teams, ensuring the department is achieving on SLAs, and maintaining relationships and communication with internal and external stakeholders and associated groups.

Ultimately, you’ll ensure our Level 2 support services are efficient, consistent, and reliable.

Responsibilities

• Oversees multiple Level 2 support teams supporting multiple products

• Regularly communicates with leadership on ongoing issues and statuses

• Focuses on application health by analyzing inbound support requests, backlog, and throughput

• Responsible for ensuring that teams are achieving or exceeding support SLAs

• Manages relationships with other internal groups like Product, Development, Sales, Operations

• Implements and refines processes for escalating issues through cross-functional teams

• Examines support ticketing and phone system data to determine overall health of support

• Assess team performance and recommend improvements

• Manages Incident Response triage and root-cause-analysis

• Provides consistent and concise communication to stakeholders 

• Develops IT policies and practices

• Stays up to date with the latest technologies and IT trends

Requirements and skills

• Proven experience as a people manager

• Experience with software troubleshooting and triage of complex software solutions

• Thorough knowledge of networks and cloud computing

• Leadership and organizational skills

• Ability to manage multiple projects

• Outstanding communication skills

• Problem-solving aptitude

The position listed in this requisition is ineligible for the new hire referral bonus award program. However, it is eligible for the NA Merchant Tech Refer to Win bonus award program.

Global Payments Inc. is an equal opportunity employer.

Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.