IT Service Desk Lead – Level 2 Support & Incident Mgmt

NCR Voyix Corporation; Cebu City; On-site; PHP 480,000 - 750,000; Full time

Job summary

NCR Voyix Corporation in Cebu, Philippines invites applications for a Technical Support Specialist - L1. The role focuses on leading a service desk team, delivering high-quality IT support, and ensuring incidents are resolved with strong customer care.

Ideal candidates will have a degree in IT or related fields and 3–4 years of leadership experience in a support environment, plus solid written and verbal communication skills and a strong ability to coordinate across teams.

Qualifications

• Degree in Information Technology, Business Administration or a related discipline.
• Minimum of 3–4 years’ experience in a team leadership role, preferably within a service desk or IT support environment.
• Proven people management experience, including workforce planning, rostering and shift coordination across a support team.
• Demonstrated customer service excellence, including confident handling of escalations and difficult conversations.

Responsibilities

• Lead, manage and coach Service Desk staff to deliver a consistently high standard of customer service.
• Monitor, analyze and report on service level performance.
• Implement and continuously improve operational processes.
• Mentor team members and support each in developing and progressing a personal development plan.
• Lead major incident management activities during service disruptions.
• Own and resolve service complaints through to closure.
• Perform IT Service Management functions, including Incident, Problem and Escalation Management.
• Coordinate Service Desk resourcing, rostering and backfill arrangements.

Skills

Leadership

Customer service

Written communication

Verbal communication

Stakeholder management

Time management

Education

Bachelor's degree in IT or related

Tools

ITSM

Job description

NCR Voyix Corporation in Cebu, Philippines invites applications for a Technical Support Specialist - L1. The role focuses on leading a service desk team, delivering high-quality IT support, and ensuring incidents are resolved with strong customer care.

Ideal candidates will have a degree in IT or related fields and 3–4 years of leadership experience in a support environment, plus solid written and verbal communication skills and a strong ability to coordinate across teams.