Help Desk Manager

About the role

The Helpdesk Manager oversees the daily operations, performance, and transformation of the regional helpdesk function in the Americas. The role supports inbound and outbound merchant interactions and enables key sales and operational processes.

Responsibilities

• Oversee end-to-end Helpdesk operations for the Americas region, ensuring consistent and effective daily performance.
• Manage a team of 12 agents (via supplier) handling inbound/outbound merchant calls and operational support tasks.
• Timely handle critical activities like invoice processing, purchase orders, hardware requests, and warranty-related projects to prevent revenue loss.
• Supervise Salesforce case management, with responsibility for approximately 4,500 activities per month.
• Establish structure and clarity across multiple layers of Helpdesk processes and workflows.
• Act as the primary point of contact for the Helpdesk supplier, managing performance, delivery, and resourcing.
• Drive and oversee a structured service improvement plan to enhance operational effectiveness and service quality.
• Identify gaps and opportunities to transform the Helpdesk into a higher-performing, customer-centric function.
• Monitor and enforce Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and service standards to ensure accountability and continuous improvement.
• Lead governance cadence including Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and operational audits.
• Partner closely with Sales, Operations, and other internal stakeholders to align Helpdesk output with business priorities.
• Ensure the Helpdesk function effectively supports revenue-generating activities and sales enablement.
• Own financial management of the Helpdesk function, including processing and tracking all supplier-related purchase orders.
• Ensure adherence to financial timelines and processes to avoid delays in PO approvals and deliveries.
• Maintain budget oversight and ensure alignment with financial targets and operational needs.

Requirements

• Proven experience in Helpdesk, Customer Support, or Service Operations management.
• Demonstrated success managing third-party suppliers or outsourced service providers.
• Strong operational leadership skills with the ability to manage complex, multi-layered support environments.
• Experience overseeing high-volume case management systems (e.g., Salesforce).
• Financial acumen with experience managing purchase orders, budgets, and vendor-related costs.
• Ability to drive service improvement initiatives and operational transformation.
• Strong stakeholder management and communication skills across cross-functional teams.
• Experience working in fast-paced, high-volume environments with competing priorities.
• Background in payments, fintech, or technology services is a plus.

Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field.
• Experience: Minimum 5 years of relevant experience in a similar role.

Skills

• Customer Service
• Operational Leadership
• Service Improvement Initiatives
• Financial Management
• Stakeholder Management

Benefits

At Ingenico, we offer competitive compensation packages, comprehensive benefits, and a supportive work environment.

Pay

Competitive salary based on experience and qualifications.

Schedule

Full-time position with flexible working hours.

Equal Opportunity Employer

Ingenico is an Equal Opportunity Employer and provides reasonable accommodations to qualified individuals with disabilities.