Technical Support Lead/Supervisor

NCR Voyix; Cebu City; On-site; PHP 520,000 - 780,000; Full time

Benefits offered by this job

Health insurance with unlimited depend

Life insurance

Annual performance-based salary raise

Job summary

NCR Voyix in Cebu City is seeking a Technical Support Supervisor to lead the Level 2 service desk and ensure contract SLAs are met while delivering high-quality customer service.

The role requires a degree in IT or related field, 3–4 years in a leadership role within a Technical Support BPO, and strong communication, documentation, and escalation-management skills.

Qualifications

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

Responsibilities

• Lead, 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.
• 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.

Skills

People management

Service Desk leadership

Incident management

Escalation handling

Excellent communication

Documentation skills

Education

Bachelor's degree in IT/Business

Tools

ITIL framework

Job description

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.
• 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
• Annual performance-based salary increase