Helpdesk Manager

Ingenico•Alpharetta, GA

About The Position

Ingenico is seeking a Helpdesk Manager to oversee the daily operations, performance, and transformation of their regional helpdesk function. This role is critical for managing a multi-layered support operation delivered through an external partner. The Helpdesk team supports inbound and outbound merchant interactions while enabling key sales and operational processes. This position will provide dedicated leadership and oversight to ensure service continuity, operational excellence, and continuous improvement. It is a high-impact role responsible for driving service quality, managing supplier performance, and ensuring revenue protection by overseeing workflows tied to invoicing, purchase orders, warranty programs, and merchant support activities. The role also plays a key part in transforming the Helpdesk into a more efficient, value-generating function that can directly support sales growth and customer satisfaction.

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

Nice To Haves

Background in payments, fintech, or technology services is a plus

Responsibilities

Oversee the 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.
Ensure timely handling of critical activities such as 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 SLAs, 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.
Serve as the named lead for all Helpdesk-related customer and internal escalations.
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.