Global Service Desk Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

NCR Voyix is seeking a Service Desk Supervisor to lead a global support team and ensure high-quality customer outcomes. You will coach agents, manage escalations, and drive continuous improvement in incident handling and ITSM processes.

This role requires strong leadership, excellent English communication, and the ability to balance workload across shifting teams to deliver consistent service worldwide. Experience in customer-facing operations and a track record of coaching talent is essential.

Qualifications

• Minimum of 3 years experience in customer support or service operations.
• Experience leading or mentoring teams.
• Excellent verbal and written English.
• Ability to remain calm and professional in high-pressure situations.

Responsibilities

• Lead and support a team responsible for managing customer cases and escalations.
• Ensure team members are ready and equipped to handle incoming calls, emails, and case-related activities.
• Oversee the case task queue, ensuring timely action and resolution of all customer requests and escalations.
• Take end-to-end ownership of the Escalation Management process within our ITSM system.
• Coach, mentor, and develop team members to enhance performance, communication skills, and customer engagement.
• Conduct regular team meetings, performance discussions, and employee development activities.
• Drive a culture of continuous improvement by identifying opportunities to enhance processes, efficiency, and customer experience.
• Manage workforce administration activities, including scheduling, leave approvals, and timesheet reviews.
• Ensure completion of required training and compliance activities within designated timeframes.
• Support special projects and other business initiatives as assigned.

Skills

Customer support

Leadership

English communication

Job description

NCR Voyix is seeking a Service Desk Supervisor to lead a global support team and ensure high-quality customer outcomes. You will coach agents, manage escalations, and drive continuous improvement in incident handling and ITSM processes.

This role requires strong leadership, excellent English communication, and the ability to balance workload across shifting teams to deliver consistent service worldwide. Experience in customer-facing operations and a track record of coaching talent is essential.