Lead, coach, and develop L2 Technical Support Specialists, setting clear expectations and supporting strong individual performance
Conduct structured one-to-ones, performance reviews, and technical coaching sessions to build genuine specialist capability beyond metrics
Identify skill gaps and develop targeted learning plans; support formal training, certifications, and on-the-job development
Foster a culture of accountability and collaboration - a team that owns issues end to end
Manage employee relations including performance improvement processes, and support L2 specialist recruitment
Proactive Ticket & Queue Management
Own the health of the L2 queue: ensure tickets are correctly triaged, prioritised, and progressing - never idle or ageing beyond SLA
Proactively identify recurring issues and systemic failures before they become high-volume L1 problems; use Nexthink and other tooling to surface trends early
Establish clear escalation workflows between L1 and L2, and between L2 and specialist IT teams (network, security, MDM, infrastructure)
Maintain rigorous ticket documentation standards; every resolution should inform future fixes and enrich the knowledge base
Review aged and high-priority tickets regularly; unblock stalled cases and ensure colleagues always have a clear next step
Technical Domain Oversight
Maintain oversight across core technical disciplines: macOS and Windows; VPN and security; Microsoft 365 and Exchange; Cisco voice (Webex, Finesse); JAMF and Intune (MDM); Nexthink
Provide direct technical guidance on complex or high-impact issues, drawing on your own hands-on expertise
Stay current on platform updates, security protocols, and emerging technologies; drive the same across your team
Build capability in growth areas: network technologies, voice systems, security initiatives, MDM, and Exchange infrastructure
Customer Service & Quality Assurance
Champion outstanding colleague experience at L2 - every interaction should reflect GBT's commitment to its people, regardless of technical complexity
Conduct regular QA reviews of resolutions and customer interactions; provide specific, actionable feedback
Monitor CSAT and quality scores at team and individual level; take swift action where standards slip
Process Improvement & Cross-Team Collaboration
Identify recurring issues pointing to process or tooling gaps and drive practical improvement initiatives
Collaborate with L1 Team Leaders to ensure smooth escalation pathways and feed L2 insight back into L1 capability
Partner with network, security, GSD, MDM, and EUC teams to resolve systemic issues and optimise support delivery
Stakeholder Communication & Reporting
Act as primary escalation point for complex and sensitive issues; communicate clearly with senior stakeholders throughout
Provide regular reporting on performance, SLA adherence, and quality - leading with insight rather than raw data
Represent L2 EMEA and APAC in cross-functional forums and contribute to the broader GSD strategy and Aurora programme
Requirements
Education & Experience
6-8 years in technical support or IT operations, with at least 2-3 years in a team lead or management role
Hands-on technical expertise across the core L2 domains - technical credibility is essential, not optional
Experience managing teams in a global or multinational IT support environment strongly preferred
Bachelor's degree in IT, Computer Science, or related field is advantageous; equivalent experience equally valued
Core Competencies
Strong people leadership: develop specialists, manage performance with clarity and fairness, build a high-trust team
Proactive and structured approach to queue management - you look ahead, not just at what's in front of you
Analytical: spot patterns in ticket data, translate trends into action, present insight clearly to non-technical stakeholders
Outstanding communication - able to move fluently between a technical deep-dive and a plain-English senior leader update
Resilient under pressure; co
Benefits
Health insurance
Additional Information
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 2 Team Manager
The Level 2 Team Manager leads a team of advanced Technical Support Specialists handling escalated and complex issues beyond L1 triage scope. Where L1 focuses on speed and volume, L2 is where complexity lives - your team resolves what L1 cannot, engages with on-site infrastructure, and partners with broader IT functions to prevent issues before they surface. This is a technical leadership role where subject matter depth, proactive queue management, and structured problem-solving are as important as people skills. Technical excellence and outstanding customer service are both expected; neither is optional.
Travelhrportal · Gurgaon, India