Supervisor, Services & Support
ncr · Belgrade
Description du poste
About the role
The Supervisor – Customer Support leads Level 1 and Level 2 support teams to deliver consistent, high‑quality outcomes for NCR Voyix customers. The role blends people leadership, operational execution, and accountability for service performance.
Key responsibilities
- Drive end‑to‑end service delivery, ensuring incidents and requests meet SLAs, OLAs and contractual commitments.
- Lead day‑to‑day operations of high‑volume support teams, managing workload distribution, prioritisation and capacity.
- Act as escalation point for high‑impact issues and coordinate major incident response.
- Monitor CSAT and implement actions to improve customer perception.
- Collaborate with adjacent supervisors, engineering, product and third‑party vendors to resolve incidents and improve processes.
Required profile
- Bachelor’s degree or equivalent experience.
- 3–6 years in technical support or service delivery, with experience in a supervisory or team‑lead role.
- Strong communication, stakeholder management and analytical skills.
Required skills
- ServiceNow or similar ITSM platform.
- Knowledge of Windows, Linux, cloud and network environments.
- Understanding of ITSM practices and incident/major‑incident management.
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ncr
Belgrade