Global Service Desk Supervisor & Coach

NCR Corporation; Cebu City; On-site; PHP 600,000 - 840,000; Full time

Job summary

NCR Voyix is seeking an experienced Service Desk Supervisor Lead to guide a global team delivering exceptional customer experiences. You will mentor staff, manage escalations, and drive process improvements while maintaining service excellence across multiple channels.

The role emphasizes leadership, collaboration with cross-functional teams, and a commitment to continuous improvement in a fast-paced IT service environment.

Qualifications

• 3+ years in customer support or leadership roles.
• Experience leading, coaching, or mentoring team members.
• Strong problem-solving and decision-making skills in complex situations.
• Excellent verbal and written English communication.
• Ability to manage multiple priorities and stay customer-focused.

Responsibilities

• Lead and support a team responsible for managing customer cases and escalations.
• Ensure team readiness to handle calls, emails, and case-related activities.
• Oversee the case task queue and ensure timely action and resolution.
• Own 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.
• Drive continuous improvement in processes, efficiency, and customer experience.
• Manage workforce administration including scheduling and timesheet reviews.

Skills

Customer support leadership

Team coaching

Problem solving

Communication in English

Job description

NCR Voyix is seeking an experienced Service Desk Supervisor Lead to guide a global team delivering exceptional customer experiences. You will mentor staff, manage escalations, and drive process improvements while maintaining service excellence across multiple channels.

The role emphasizes leadership, collaboration with cross-functional teams, and a commitment to continuous improvement in a fast-paced IT service environment.