Service Desk Supervisor

ncr; Cebu City; On-site; PHP 500,000 - 800,000; Full time

Job summary

NCR Voyix Corporation seeks a Service Desk Supervisor to lead a global team delivering exceptional customer experiences. You will mentor staff, manage escalations, and drive performance in a fast-paced support operation.

Responsibilities include guiding case handling across calls and emails, owning the Escalation Management process, and continuing process improvements while ensuring training and compliance requirements are met.

Qualifications

• 3 years' experience in a customer support, service operations, incident management, or leadership role.
• Experience leading, coaching, or mentoring team members.
• Excellent verbal and written communication in English.
• Ability to remain calm under pressure and focus on customer needs.

Responsibilities

• Lead and support a team responsible for managing customer cases and escalations.
• Oversee calls, emails, and case-related activities.
• Own the Escalation Management process end-to-end in ITSM.
• Coach and develop team members to improve performance and customer engagement.
• Conduct regular team meetings and performance discussions.
• Drive continuous improvement of processes and efficiency.
• Manage workforce administration including scheduling and timesheets.
• Ensure completion of required training and compliance.
• Support special projects as assigned.

Skills

Team leadership

Customer support

Incident management

English communication

Problem solving

Decision making

Cross-functional collaboration

Organizational skills

Job description

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Service Desk Supervisor

Lead. Coach. Make an Impact.

Are you passionate about delivering exceptional customer experiences and helping teams succeed? We are looking for a Supervisor to lead a high-performing team that supports NCR Voyix customers around the world. In this role, you'll be responsible for driving operational excellence, mentoring team members, and ensuring customer cases and escalations are managed effectively and professionally.

This is an exciting opportunity for someone who thrives in a fast-paced environment, enjoys developing people, and is committed to continuous improvement.

What You'll Do

As a Supervisor, you will:

• 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.

What We're Looking For

• Minimum of 3 years' experience in a customer support, service operations, incident management, or leadership role.
• Demonstrated experience leading, coaching, or mentoring team members.
• Strong problem-solving and decision-making skills, with the ability to navigate complex situations.
• Excellent verbal and written communication skills in English.
• Ability to remain calm, professional, and customer-focused in high-pressure situations.
• Self-motivated with the ability to work independently while collaborating effectively with cross-functional teams.
• Strong organizational skills with the ability to manage multiple priorities.
• A positive attitude, strong work ethic, and a passion for building professional relationships and developing others.

Why Join Us?

• Opportunity to lead a talented and growing team.
• Make a direct impact on customer satisfaction and business success.
• Develop your leadership skills in a global organization.
• Be part of a collaborative culture that values continuous learning and improvement.

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.