Global Service Desk — Level 1 Team Leader

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.

The Level 1 Team Leader is responsible for the day-to-day leadership of a Global Service Desk triage team, serving as first point of contact for approximately 30,000 GBT end users worldwide. Operating within a 24/7, follow-the-sun support model across our Manila and Gurugram hubs, this role drives high-quality first-contact resolution, strong team performance, and a culture of continuous improvement.
This is a people-first leadership role. You will coach, develop, and support a team of L1 Analysts — many of whom will be newly onboarded — ensuring they reach and maintain the competency standards required to deliver excellent service to our colleagues across all support channels.

What You’ll Do...