Help Desk Manager

About the role

The Help Desk Manager will lead a large technical support team in Buenos Aires, ensuring high‑quality service delivery for NCR Voyix customers. This role combines operational oversight, team development, and close collaboration with sales and country management to align support capabilities with business goals.

Key responsibilities

• Own end‑to‑end results for operational and customer service performance.
• Provide leadership and direction to large technical teams, often managing through other supervisors.
• Coach supervisors to meet service level agreement objectives.
• Plan, deliver, and continuously optimize call and incident management services.
• Recruit, train, and develop multiple support teams.
• Partner with sales and country management to present capabilities and contribute to bids.
• Maintain relationships with key customers and adapt global processes to local requirements.
• Monitor audits, track metrics, and ensure compliance with daily to annual performance targets.
• Drive continuous improvement initiatives, process enhancements, and special projects.

Required profile

• Excellent communication, relationship‑building, and soft‑skill abilities.
• Strong organizational and leadership capabilities.
• Commitment to corporate processes and goals.
• Proficiency in problem‑solving and analytical thinking.
• Fluent verbal and written English.

Required skills

• Microsoft Office suite (Word, Excel, Outlook, PowerPoint)