Supervisor
Full-time
NCR Voyix
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.
- 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.
Vacancy posted 19 hours ago
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