Help Desk Supervisor

About the role

NCR Voyix is seeking a Help Desk Supervisor to lead its support team in Buenos Aires. The role ensures SLA compliance, manages incident and request escalations, and drives operational effectiveness across the organization.

Key responsibilities

• Lead support team leaders and ensure SLA standards are met.
• Coach teams to achieve service level agreement objectives.
• Provide manager with key metrics, SLA results and action plans.
• Oversee call/incident management and escalation processes.
• Research and analyze operational effectiveness through interviews and metrics, feeding insights to management.
• Maintain relationships with key customers and adapt global processes to local requirements.
• Monitor audits and guide the team to meet daily, weekly, monthly, quarterly and annual metrics.
• Ensure knowledge‑base documentation is up‑to‑date and relevant.
• Communicate performance metrics to customers and account support teams and participate in follow‑up meetings.
• Lead team and management meetings, contribute to special projects aimed at process, tool and system improvements.
• Ensure completion of mandatory and recommended training for the team.

Required profile

• Excellent verbal and written communication skills.
• Strong organizational acumen and ability to build relationships.
• Commitment to corporate processes and goals.
• Sense of urgency and strong problem‑solving and analytical abilities.
• Ability to work constructively and collaboratively across organizations.

Required skills

• Proficiency in Microsoft Word.
• Proficiency in Microsoft Excel.
• Proficiency in Microsoft Outlook.
• Proficiency in Microsoft PowerPoint.