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, solid 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

Team Leadership & People Development
Lead, coach,



and mentor a team of Level 1 Service Desk Analysts to achieve individual and team performance targets
Build and sustain a collaborative, high-performing team culture aligned with GBT's values and code of conduct
Conduct regular one-to-ones, performance reviews, and structured coaching sessions focused on quality, speed, and customer experience
Identify training and development needs; support colleagues in completing onboarding modules (Articulate/Workday) and progressing beyond them
Manage employee relations matters, including performance improvement and corrective action where required
Support recruitment and onboarding of new team members, including interviewing and assessment
Hub Operations & Service Delivery
Oversee daily L1 triage operations, ensuring consistent first-contact resolution, prompt escalation to L2, SLA adherence, and process compliance
Manage shift schedules to ensure optimal coverage across a 24/7 follow-the-sun model; maintain attendance

📌 Global Service Desk — Level 1 Team Leader (Gurugram)
🏢 American Express Global Business Travel
📍 Gurugram