Lead, IT Help Desk

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.

Job Title:   Team Lead- Tech Desk Reports to:   Manager-Tech desk Resource Type:   Employee Last Revision Date:   Jan 2026   PRIMARY RESPONSIBILITIES

1. Team Leadership & Operational Management
2. Lead a team of IT Tech Desk Engineers providing Level 1 IT support across calls, chats, and web tickets.
3. Monitor daily operations to ensure SLA adherence, quality compliance, and efficient ticket handling.
4. Assign, prioritize, and balance workload within the team to maintain consistent service levels.
5. Manage team performance through coaching, feedback, and performance reviews.
6. Maintain a strong floor presence to support engineers with escalations.

Training & Development

1. Identify skill gaps and coordinate training.
2. Support onboarding of new team members.
3. Promote learning culture and upskilling.

Reporting & Communication

1. Prepare weekly/monthly performance reports.
2. Communicate operational updates and process changes.
3. Collaborate with Manager – Tech Desk on strategic initiatives.

Shift Responsibilities

1. Ensure adequate staffing across 24×7 rotational shifts.
2. Manage shift transitions and staffing adherence.

Education

1. Minimum HSC (Grade 12). Diploma preferred.
2. Voice-based process experience preferred.

Communication Skills

1. Excellent spoken and written English.
2. Ability to lead team briefings and coaching sessions.
3. Strong listening and interpersonal skills. 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 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.”