Team Lead

NCR COMMERCE PHILIPPINES INC.; Cebu City; On-site; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Retirement benefits

Career growth opportunities

Competitive salary

Annual salary increase

Job summary

The NCR COMMERCE PHILIPPINES INC. is looking for a Technical Support Supervisor to lead the Level 2 Service Desk and ensure SLAs are met while delivering high-quality customer service. You will coach staff, monitor performance, and drive continuous process improvements in a fast-paced BPO environment.

Ideal candidates have 3–4 years in team leadership, strong communication, and solid IT service management knowledge. The role offers competitive benefits and career growth opportunities.

Qualifications

• Degree in Information Technology, Business Administration or a related discipline.

Responsibilities

• Lead, manage and coach Service Desk staff to deliver a high standard 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 during service disruptions.
• Own and resolve service complaints through to closure.
• Perform IT Service Management functions: Incident, Problem and Escalation management.
• Coordinate Service Desk resourcing, rostering and backfill arrangements.

Skills

Team leadership

Customer service

IT service management

Incident management

Communication

Education

Degree in Information Technology or related

Job description

Summary

The Technical Support 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