Service Desk Supervisor

About the role

The Service Desk Supervisor will lead a high‑performing team that supports NCR Voyix customers worldwide. You will drive operational excellence, mentor team members, and ensure cases and escalations are handled professionally.

Key responsibilities

• Lead and support a team managing customer cases and escalations.
• Oversee case queues, ensuring timely resolution of requests.
• Own the Escalation Management process within the ITSM system.
• Coach, mentor, and develop team members to improve performance and customer engagement.
• Conduct regular team meetings, performance discussions, and development activities.
• Identify and implement process improvements for efficiency and customer experience.
• Manage workforce administration, including scheduling, leave approvals, and timesheet reviews.
• Ensure completion of required training and compliance activities.
• Support special projects and other business initiatives as assigned.

Required profile

• Minimum 3 years of experience in customer support, service operations, incident management, or a leadership role.
• Demonstrated experience leading, coaching, or mentoring team members.
• Strong problem‑solving and decision‑making abilities.
• Excellent verbal and written communication skills in English.
• Ability to stay calm and customer‑focused under pressure.
• Self‑motivated, able to work independently and collaborate across functions.
• Strong organizational skills with the capacity to manage multiple priorities.
• Positive attitude, strong work ethic, and passion for developing others.

What we offer

• Opportunity to lead a talented, growing team.
• Direct impact on customer satisfaction and business success.
• Leadership development within a global organization.
• Collaborative culture that values continuous learning and improvement.