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Desktop Support Manager in Dublin at PayPal

Date Posted: 5/9/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Dublin
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    5/9/2019
  • Job ID:
    R0044979

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 277 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

The GSD Manager’s role is to oversee the entire GSD function including staff, stakeholders, SLAs and associated vendors as well as ensuring that the end user experience is of the highest possible standard. This includes being accountable for the management of GSD function through the identification, prioritization, and resolution of end user contacts via chat, voice and email. The GSD manager will be responsible for engagement with key stakeholders at all levels and maintaining relationships with vendors as required. The role will also ensure all contact channels are monitored, tracked and ultimately reported against SLAs.

IT Global Service Desk (GSD) Manager

The GSD Manager’s role is to oversee the entire GSD function including staff, stakeholders, SLAs and associated vendors as well as ensuring that the end user experience is of the highest possible standard. This includes being accountable for the management of GSD function through the identification, prioritization, and resolution of end user contacts via chat, voice and email. The GSD manager will be responsible for engagement with key stakeholders at all levels and maintaining relationships with vendors as required. The role will also ensure all contact channels are monitored, tracked and ultimately reported against SLAs.

The successful candidate's responsibilities will include:

  • Managing staffing levels and scheduling to ensure contact volumes can be met
  • Scheduling regular performances reviews with the GSD team including the use of QA reviews
  • Provide training, coaching and mentoring to Service Desk Technicians
  • Manage the processing of inbound contacts to the GSD. Ensuring friendly, timely, and effective resolution of end user issues
  • Track and analyze GSD activity and generate statistical reports highlighting big wins and areas for improvement
  • Enforce request handling and escalation policies and procedures to ensure that end user contacts are addressed within acceptable timeframes
  • Design and improve processes and procedures to support continuous service improvement
  • Design and improve scripts to assist GSD team structured incident management
  • Engage with and maintain strong relationships with other support groups such as Telecoms, Applications, networking and IT Security both as vendors and customers to facilitate clear and effective communication between parties
  • Maintain awareness of emerging products, services, protocols, and standards with potential to increase effectiveness and efficiency
  • Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users

The ideal candidate for this position will have:

  • Experience of working as an IT Service Desk Manager (minimum of 2-3 years)
  • Successfully managed a team of technicians including remote staff
  • Ability to create and interpret reports to support ongoing service desk operations
  • Solid technical background with the ability to provide clear and concise direction to the team
  • Proven ability to lead and develop a high-performance team
  • Hands on experience with IT support desk tools such as ticketing and reporting, remote access and workforce management
  • Exceptional customer focus with an understanding of the importance of delivering a first-class customer experience
  • Solid relationship, management and performance management skills
  • Ability to motivate and direct staff members
  • Strong understanding of the organization’s goals and objectives
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Ability to present ideas in user-friendly language to non-technical staff and end users
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Experience working in a team-oriented, collaborative environment
  • The ability to work in a flexible and fluid environment to maintain engagement at a global level.

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.

R0044979