Team Leader

NCR Voyix; Cebu City; On-site; PHP 670,000 - 1,339,000; Full time

Job summary

NCR Voyix is seeking a Service Desk Team Lead to guide and develop a high-performing group handling first-line IT support. You will ensure SLA adherence, coach staff, and drive knowledge-based and process-improvement initiatives.

Ideal candidates bring strong ITSM expertise, leadership skills, and a focus on customer experience, with English proficiency and flexibility to work evenings/weekends as needed. Join a global, platform-powered unified commerce leader.

Qualifications

• Experience leading a Service Desk or IT support team.
• Proven supervisory or team leader background.
• Strong knowledge of ITSM processes: incident, request, escalation.
• Able to manage competing priorities in a fast-paced, service-oriented environment.
• Excellent leadership, coaching, and interpersonal skills.
• Analytical mindset to interpret data and drive performance improvements.
• Excellent written and spoken English (B2/C1 level or equivalent).
• Ability to work a flexible schedule, including evenings and weekends.
• Customer-focused with high attention to detail and accuracy.

Responsibilities

• Lead, motivate, and manage a team of Service Desk Analysts delivering first-line support.
• Monitor daily queues, workloads, and staffing to ensure SLA compliance.
• Provide real-time supervision, escalation support, and decision-making for complex issues.
• Coach analysts to improve technical capability, service quality, and performance.
• Conduct quality assurance reviews of tickets and customer interactions.
• Ensure adherence to ITSM processes including incident, request, escalation, and knowledge management.
• Promote knowledge-based support practices (KCS) within the team.
• Act as escalation point for high-priority or sensitive issues.
• Analyze performance metrics (SLA, CSAT, FCR, ticket quality) and drive improvements.
• Identify trends and collaborate with L2/L3 and Problem Management.
• Support onboarding, training, and ongoing development of team members.
• Contribute to service improvement initiatives and operational efficiency.

Skills

Service Desk

Leadership

ITSM

SLA Tracking

Customer Focus

Analytics

English Proficiency

Education

ITIL Foundation

Tools

ServiceNow

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.

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.

Position Description

To lead, coach, and develop a team of Service Desk Analysts, ensuring effective delivery of first‑line support, achievement of service levels, and continuous improvement in customer experience, operational performance, and knowledge‑driven support.

Key Responsibilities

• Lead, motivate, and manage a team of Service Desk Analysts delivering first‑line support.
• Monitor and manage daily queues, workloads, and staffing to ensure SLA compliance.
• Provide real‑time supervision, escalation support, and decision‑making for complex issues.
• Coach and develop analysts to improve technical capability, customer service, and performance.
• Conduct quality assurance reviews of tickets and customer interactions.
• Ensure adherence to ITSM processes including incident, request, escalation, and knowledge management.
• Promote and embed knowledge‑based support practices (KCS) within the team.
• Act as escalation point for high‑priority or sensitive customer issues.
• Analyse performance metrics (SLA, CSAT, FCR, ticket quality) and drive improvements.
• Identify trends and recurring issues and collaborate with L2/L3 and Problem Management.
• Support onboarding, training, and ongoing development of team members.
• Contribute to service improvement initiatives and operational efficiency.

Person Specification

Essential

• Experience in a Service Desk or IT support environment.
• Proven experience in a supervisory or team leader role.
• Strong understanding of ITSM processes (incident, request, escalation).
• Ability to manage competing priorities in a fast‑paced, service‑oriented environment.
• Strong leadership, coaching, and interpersonal skills.
• Analytical ability to interpret data and drive performance improvements.
• Excellent communication skills, including:
  • Advanced spoken and written English (B2/C1 level or equivalent).
• Ability to work a flexible schedule, including evenings and weekends.
• Customer‑focused with strong attention to detail and accuracy.

Desirable

• ITIL Foundation certification or equivalent understanding.
• Experience with ITSM tools (e.g. ServiceNow).
• Experience with knowledge management / KCS environments.
• Experience supporting multi‑channel environments (phone, chat, portal).

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.

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.