Global IT Service Desk Lead

NCR Voyix; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

NCR Voyix is seeking a Service Desk Supervisor to lead a global team delivering exceptional customer support. You will manage cases, escalations, and the end-to-end ITSM lifecycle while coaching staff to improve performance and customer satisfaction.

The role emphasizes mentoring, process improvement, and cross-functional collaboration in a fast-paced, global environment. Strong English communication and leadership skills are essential.

Qualifications

• 3+ years in a customer support, service operations, incident management, or leadership role.
• Experience leading, coaching, or mentoring a team.
• Strong problem-solving and decision-making skills for complex situations.
• Excellent verbal and written English communication.

Responsibilities

• Lead and support a team responsible for customer cases and escalations.
• Ensure team handles calls, emails and case-related activities.
• Oversee the escalation management process within the ITSM system.
• Coach and develop team members to improve performance and engagement.
• Conduct regular team meetings and performance discussions.

Skills

Team leadership

Customer support

English communication

Problem solving

Coaching

Tools

ITSM

Job description

NCR Voyix is seeking a Service Desk Supervisor to lead a global team delivering exceptional customer support. You will manage cases, escalations, and the end-to-end ITSM lifecycle while coaching staff to improve performance and customer satisfaction.

The role emphasizes mentoring, process improvement, and cross-functional collaboration in a fast-paced, global environment. Strong English communication and leadership skills are essential.