Global Service Desk Level 1 Team Leader

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Global Service Desk — Level 1 Team Leader

Job Description

Reports to: Head of Operations, APAC/IND (Geoff Gemoto)

Locations: Manila, Philippines | Gurugram, India

The Level 1 Team Leader is responsible for the day-to-day leadership of a Global Service Desk triage team, serving as first point of contact for approximately 30,000 GBT end users worldwide. Operating within a 24/7, follow-the-sun support model across our Manila and Gurugram hubs, this role drives high-quality first-contact resolution, strong team performance, and a culture of continuous improvement.

This is a people-first leadership role. You will coach, develop, and support a team of L1 Analysts — many of whom will be newly onboarded — ensuring they reach and maintain the competency standards required to deliver excellent service to our colleagues across all support channels.

Team Leadership & People Development

• Lead, coach, and mentor a team of Level 1 Service Desk Analysts to achieve individual and team performance targets
• Build and sustain a collaborative, high-performing team culture aligned with GBT's values and code of conduct
• Conduct regular one-to-ones, performance reviews, and structured coaching sessions focused on quality, speed, and customer experience
• Identify training and development needs; support colleagues in completing onboarding modules (Articulate/Workday) and progressing beyond them
• Manage employee relations matters, including performance improvement and corrective action where required
• Support recruitment and onboarding of new team members, including interviewing and assessment

Hub Operations & Service Delivery

• Oversee daily L1 triage operations, ensuring consistent first-contact resolution, prompt escalation to L2, SLA adherence, and process compliance
• Manage shift schedules to ensure optimal coverage across a 24/7 follow-the-sun model; maintain attendance targets and handle unplanned absence effectively
• Act as an escalation point during your shift for complex or sensitive issues, coordinating with L2 colleagues and Team Leaders in other regions as needed
• Ensure all support channels — phone, chat, email, and ticketing — are staffed appropriately and delivering consistent service quality
• Perform on-call duties as required

Onboarding & Transition Support

• Play an active role in embedding new starters into the team, ensuring onboarding curricula (built in Articulate, delivered via Workday) are completed and translated into day-to-day practice
• In Manila: support the integration of colleagues transitioning from CWT to GBT tooling and processes as the broader CWT migration programme progresses, maintaining team stability and morale throughout

Performance Monitoring & Reporting

• Monitor and analyse key L1 metrics including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), ticket volumes, and SLA adherence
• Identify performance trends and take proactive, targeted action to address gaps before they affect service levels
• Provide regular reporting and insight to the Head of Operations; participate in operational reviews and contribute to data-led decision making

Process Improvement & Strategy

• Identify L1 process gaps and recommend practical continuous improvement initiatives
• Lead and contribute to team strategies, goals, and operational projects set by the Head of Operations
• Facilitate regular team meetings to review performance, share updates, recognise achievements, and align on priorities

Education & Experience

• Minimum 4–5 years of experience in IT support or service desk operations, with at least 1–2 years in a team lead, senior analyst, or supervisory capacity
• Proven track record of leading or mentoring others in a high-volume, KPI-driven environment
• Bachelor's degree in Business, Information Technology, or a related field is advantageous; equivalent practical experience is equally welcomed

Core Competencies

• Strong people leadership: able to motivate, develop, and hold a team accountable with empathy and clarity
• Excellent communication skills — written and verbal — with the confidence to engage across all levels of the organisation
• Analytical mindset: comfortable reading performance data, spotting trends, and translating insight into action
• Resilient and adaptable; able to manage competing priorities and stay composed under pressure in a fast-paced, shift-based environment
• Collaborative approach to working across geographies and with peers in other regions (NORAM, LATAM, EMEA)

Technical Knowledge

• Working knowledge of IT infrastructure: operating systems, hardware peripherals, and networking fundamentals
• Experience supporting enterprise tools and end-user environments
• Familiarity with ITSM/ticketing platforms (e.g. ServiceNow or equivalent); experience with L1 triage workflows is essential
• Exposure to onboarding or learning platforms (e.g. Articulate, Workday Learning) is desirable but not essential

This document contains unpublished, confidential, and proprietary information of American Express Global Business Travel (Amex GBT). No disclosure or use of any portion of this material may be made without the express written consent of Amex GBT.

Location

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

This role is for CWT, a member of the American Express Global Business Travel family of companies.

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!