Empresa
Equinix is one of the fastest growing data center companies, growing connectivity between clients worldwide. That’s why we’re always looking for creative and forward thinking people who can help us achieve our goal of global interconnection. With 200 data centers in over 24 countries spanning across 5 continents, we are home to the Cloud, supporting over 1000 Cloud and IT services companies that are directly engaged in technological innovation and development. We are passionate about further evolving the specific areas of software development, software and network architecture, network operations and complex cloud and application solutions.
At Equinix, we make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and it’s our authentic, humble, gritty people who create The Magic of Equinix. We share a real passion for winning and put the customer at the center of everything we do.
Descrição
Manager, Global Service Desk
Job Summary:
Primary point of contact for their area of responsibility. Responsible for understanding business goals and managing direct reports (on or offshore) to meet business outcomes.
Responsibilities:
Customer Support
• Primary point of contact for Brazil Global Service Desk. Responsible for building relationships with local cross-functional peers.
• Engages in customer escalations as needed.
• Builds relationships: establishes and maintains positive working relationships with others, across all functions, to achieve the team goals
• Participates in cross-functional meetings that will help develop process improvement within the GSD.
Management
• Hires, onboards, and leads a team of GSD agents to support our customers providing Portuguese, Spanish, and English language support.
• Responsible for understanding business goals and managing direct reports to meet business outcomes and KPIs.
• Provides leadership, coaching, development, and motivates team members and drives results.
Process (Improvement/ Development/ Management/ Documentation)
• Helps define or refine GSD processes
• Will also recommend/propose solutions for systemic process-related problems
• Identifies areas for improvement across GSD processes
• May act as driver for process development and implementation of new or existing processes impacting GSD
• Will review process and procedure documentation in collaboration with global teams
• Ensures messages and documentation are in line with the GSD outcomes
Business Systems
• Responsible for knowing what system enhancements are needed, scheduled go live and impact to business
• Responsible for BRD review and approval for their region/team
• Provides recommendations of new technologies or tools
Integrations
• Partners with integration team members to ensure readiness for GSD
Cross Functional Support
• Builds relationships: establishes and maintains positive working relationships with others, across all functions, to achieve the team goals
• Partners with cross functional teams to get alignment on Key project direction and deliverables
• Participate in cross functional meetings that will help develop process improvement within the GSD
Training
• Forecasts training needs for their area of responsibility
• Partners with training team to ensure resources are available for addressing those needs
• Oversees team development to ensure team is functional; provides mentorship to increase competencies of direct reports
UAT
• If applicable provides resources for UAT Monitors system readiness via team participation and escalates concerns if necessary
• Acts as an escalation point if needed
Project Management
• Provides overarching project direction, understanding inter-dependencies and prioritizing projects across teams
• Plans, coordinates and monitors projects from start to completion (e.g., sets deadlines, assigns responsibilities, monitors and summarizes progress of project, conducts meetings
Budgeting/ Financial Management
• Responsible for headcount forecasting and partnering with workforce management team to plan
• Responsible for travel & training budget for direct team
Qualifications
• Solid experience preferred in management with a track record of leading a diverse team
• Strong experience in the Customer Care Contact Center experience
• Bachelor’s degree preferred
• Proficiency in Portuguese and English is mandatory. Spanish a plus
• Excellent English communication skills (both written and verbal) with strong presentation and facilitation skills
• Requires strong people management, analysis, judgment, and problem-solving skills
• Proven track record in building positive relationships; team player
• Experience in a technical industry; preferably IT, telecommunications or data centers
• Highly organized, with attention to detail and a dedication to resolving issues
• Able to interact with all levels of internal and external clients
Equinix is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
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