Supervisor

NCR Voyix Corporation; Cebu City; In loco; PHP 480.000 - 750.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Leadership

Customer service

Written communication

Verbal communication

Stakeholder management

Time management

Formazione

Bachelor's degree in IT or related

Strumenti

ITSM

Descrizione del lavoro

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.

Title: Technical support specialist - L1

Location: Cebu, Philippines

Summary

The Level 2 Service Desk 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.

Key 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 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.
• 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.

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 strike 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.

When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.

Help us run the world's top brands. At NCR Voyix, we specialize in turning routine transactions into meaningful connections. With a rich history of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions and foster trust through secure payment systems. We take pride in our strong culture and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.