Helpdesk Supervisor

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.

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  Lead, manage and coach Service Desk staff to deliver a consistently high standard of customer service.

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  Monitor, analyze and report on service level performance.

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  Implement and continuously improve operational processes.

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  Mentor team members and support each in developing and progressing a personal development plan.

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  Lead major incident management activities during service disruptions.

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  Own and resolve service complaints through to closure.

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  Perform IT Service Management functions, including Incident, Problem and Escalation Management.

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  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 organisational and time management skills, with the ability to prioritize in a fast-paced support environment.

Offers of employment are conditional upon passage of screening criteria applicable to the job

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.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“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.”