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Supervisor, Desktop Support in Bangalore at PayPal

Date Posted: 2/13/2020

Job Snapshot

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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 286 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.

Supervisor / Desktop Support, Bangalore, India (24). The position reports to the Service Delivery Manager, India under Paypal OCIO. This role is to oversee and update assigned support service requests and to provide support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PCs, terminals, printers and scanners) to ensure optimal performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required

  • Align service delivery model to business needs and drive necessary change programs
  • Take a point of view on the long-term development of service delivery and its implementation in India.
  • Monitor and measure IT Service Delivery performance to identify weaknesses and opportunities
  • Ensure that appropriate processes and policies are being followed by both the help desk and the local team
  • Practice judgement on customizing support for the local business without violating standard policy
  • Provide education and training to the business on processes, policies and procedures around IT service delivery
  • Act as the first escalation point for local IT issues
  • Escalate appropriate issues to both the IT and business management teams
  • Review and develop key performance indicators and implement service improvement plans
  • Proactively gather local IT requirements across all business units and ensure they are communicated and managed with global IT
  • Be solutions oriented and identify realistic local or global IT levers that could satisfy requirements.
  • Present well thought out cases that could benefit the local business
  • Participate in business strategy review sessions
  • Build relationships with local and global stakeholder to ensure they are informed, abreast and bought-into the activities of the local IT team
  • Reporting on IT service delivery performance
  • The go-to-person for both the help desk technicians and local business as the IT subject matter expert
  • User/customer centric attitude, showing a willingness to answer questions and train individuals and groups on software/hardware as required
  • Participate in incident and problem management
  • Oversee the management of tickets and queues within the Helpdesk system
  • Resolve all escalated technical problems
  • Establish and drive service levels with relevant vendors
  • Ensure appropriate reporting is in place to track performance and support business objectives
  • Deliver monthly KPI scorecard reviews
  • Ensure prompt and timely payment of all vendor services
  • Ensure vendor billing accuracy

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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at