Computer Operations Lead

Worldpay•Cincinnati, OH

2d•Hybrid

About The Position

This position is hybrid 3 days per week in the Cincinnati, OH office. The role involves supervising a team of technical support engineers, providing coaching and mentoring, and serving as an escalation point for complex technical issues. The lead will oversee service center operations, manage incident and ticketing systems, and ensure effective communication with customers. They will also represent the GTSC in client meetings and collaborate with global teams to align strategies and best practices for service delivery.

Requirements

Bachelor’s degree in a technical discipline, or a related field (or equivalent experience).
Demonstrated ability to learn new environments quickly and adapt to ever-changing conditions
Strong leadership skills
Ability to handle high-pressure situations and make decisions quickly.
Exceptional customer service and communication skills.
Ability to understand complex issues and guide the team in resolving them.
Comfort working in a global environment and managing communication across different time zones and cultures.
Must be a US Citizen or valid Green Card Holder.
This position is not eligible for visa sponsorship, now or in the future.

Responsibilities

Supervise a team of technical support engineers.
Provide coaching, mentoring, and professional development to team members.
Serve as the escalation point for complex technical issues that cannot be resolved by lower-tier support teams.
Oversee service center operations, including resource allocation, incident management, and ticketing systems.
Maintain effective communication with customers, ensuring issues are addressed promptly and satisfactorily.
Represent the GTSC in meetings with key clients and stakeholders.
Work closely with global teams to align strategies, tools, and best practices for service delivery.