About NCR VOYIX
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.
Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.
Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.
L1/L2 Supervisor
Role Summary: The objective of this role is to manage the performance of Level 1 and Level 2 services & support desk to clients and ensure that service levels are achieved and to ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
KEY AREAS OF RESPONSIBILITY:
- Oversee 100% of the requests, incidents and deliver any problems to the Problem Manager.
- Act as escalation point for all requests and incidents
- Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. May be a requirement for extended hours support / escalation management as this role will be the senior escalation point for the Managed Service Center (MSC).
- Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
Develops business relationships to accomplish team goals; Recognizes strategic opportunities and high pay-off activities that lead to success; Uses sound judgment in assessing and determining an appropriate course of action based on the information available, or escalates issues where further support neededRole Summary: The objective of this role is to manage the performance of Level 1 and Level 2 services & support desk to clients and ensure that service levels are achieved and to ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
KEY AREAS OF RESPONSIBILITY:
- Oversee 100% of the requests, incidents and deliver any problems to the Problem Manager.
- Act as escalation point for all requests and incidents
- Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. May be a requirement for extended hours support / escalation management as this role will be the senior escalation point for the Managed Service Center (MSC).
- Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
- Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
- Develops business relationships to accomplish team goals; Recognizes strategic opportunities and high pay-off activities that lead to success; Uses sound judgment in assessing and determining an appropriate course of action based on the information available, or escalates issues where further support needed;
- Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Advise management on situations that may require additional client support or escalation.
- Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to
- Other adhoc duties connected to Helpdesk and Service Improvement including preparation of agendas/minutes and participation in meeting relating to Service Desk operations.
QUALIFICATIONS:
- Associate degree or equivalent combination of education and experience is required 5+ years of related experience in a large IT Support Delivery Team, with at least 2 of it in a managerial position.
- Ability to effectively communicate to customers while protecting the company's position.
- Ability to gather, organize, and present information in a focused and concise manner.
- Adapts communications to the intended audience; Listens to understand and fosters open communications
PREFERRED QUALIFICATIONS:
- Exposure to ITIL or Six Sigma
DESIRED PROFILE:
- Excellent customer handling skills
- Excellent writing skills – maintaining accurate documentation and technical authorship of complex documents
- Confident communicator with excellent organizational skills
- Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner
- Superior customer service skills
- Experience using ServiceNow is highly preferred
- Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
- Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
- Other adhoc duties connected to Helpdesk and Service Improvement including preparation of agendas/minutes and participation in meeting relating to Service Desk operations.
Offers of employment are conditional upon passage of screening criteria applicable to the job
EEO Statement
Integrated into our shared values is NCR Voyix’s commitment to diversity and 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
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.”
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