Servicedesk Supervisor

NCR COMMERCE PHILIPPINES INC.; Cebu City; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Retirement benefit

Career growth opportunities

Competitive Salary

Annual performance-based salary raise

Job summary

NCR COMMERCE PHILIPPINES INC. in Cebu City seeks a Servicedesk Supervisor to lead the Level 2 desk, drive performance against SLAs, and ensure high-quality customer support.

The role requires 3–4 years in a team-lead position within a Technical Support BPO, with strong communication and people-management skills to mentor the team and improve processes.

Qualifications

• Degree in Information Technology, Business Administration or a related discipline.
• 3–4 years’ experience in a team leadership role, preferably in a Technical Support BPO.
• Proven people management experience, including workforce planning and shift coordination.
• Demonstrated customer service excellence, including escalations.
• Strong written communication with documentation ability.
• Excellent verbal communication and stakeholder management.
• Strong organizational and time management skills in a fast-paced support environment.

Responsibilities

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

Skills

Team leadership

People management

Customer service

Documentation

Communication

Education

Bachelor's degree in IT or Business Administration

Job description

Summary

The Servicedesk Supervisor leads and manages the performance of the Level 2 services and support desk team, ensuring that contracted service levels are consistently achieved and that customer expectations are met or exceeded.

The Supervisor is accountable for team performance against defined metrics and benchmarks, and for ensuring that established standards and processes are followed to deliver effective, high-quality customer service.

Job 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.

Required 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 Technical Support BPO 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.
• Strong written communication skills, with the ability to maintain accurate documentation and author complex technical documents.
• Excellent verbal communication, interpersonal and stakeholder management skills.
• Well-developed organizational and time management skills, with the ability to prioritize in a fast-paced support environment.

What You'll Get:

• Health insurance with unlimited dependents (based on hierarchy)
• Life insurance
• Retirement benefit
• Career growth opportunities
• Competitive Salary
• Annual performance-based salary increase