Technical Support Team Lead — Drive Ops, Mentorship & Growth
NCR COMMERCE PHILIPPINES INC.
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
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
Education
Job description
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.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
