Role PurposeThe POS Support Manager is responsible for overseeing all Point of Sale (POS) support operations, ensuring the reliability, availability, and optimal performance of POS systems across the organization. This role manages the POS support team, leads system enhancements, drives process improvements, and acts as the primary liaison between operations, IT, and external vendors.The manager ensures seamless POS functionality, timely issue resolution, and alignment of POS systems with business needs, including back office POS acceptance, acquiring services, BNPL solutions, payment switch operations, Terminal Management Systems (TMS), as well as logistics and warehouse management to support operational efficiency.Key ResponsibilitiesLead, mentor, and develop the POS support team, ensuring high performance and continuous skill growthOversee day-to-day POS support operations, ensuring timely resolution of issues and adherence to service level standardsAllocate resources and prioritize tasks for efficient support workflow managementConduct regular performance reviews and training sessions to upskill the teamManage the configuration, maintenance, and optimization of POS systems, back office applications, and POS acceptance infrastructureOversee and support acquiring services, BNPL integrations, payment switch operations, and TMS functionalitiesEnsure proper hardware, software, and network setup across all POS environmentsConduct root cause analysis on recurring issues and implement long-term corrective actionsOversee POS system updates, patches, and enhancementsEnsure data integrity and proper synchronization between POS and back office systemsReview and improve POS support processes, automating routine tasks where applicableMonitor POS ecosystem performance (including acquiring, BNPL, TMS, and switch services), proactively addressing risks and optimization opportunitiesMaintain accurate and comprehensive documentation for configurations, procedures, and troubleshootingManage logistics and warehouse operations, ensuring efficient inventory control, timely distribution of POS hardware/software, and streamlined supply chain processes to support business continuityWork closely with IT, Operations, Finance, and other teams to ensure alignment and seamless system integrationCoordinate with vendors for escalations, upgrades, and product enhancements across POS acceptance, acquiring services, switch, and TMS solutionsSupport business initiatives requiring POS system changes or third-party service integrationsProvide management with key performance metrics and POS-related analytical reportsConduct training sessions for internal teams on POS functionalities, updates, and best practicesCommunicate technical information effectively to both technical and non-technical stakeholdersAct as the primary escalation point for complex or high-priority POS incidentsQualificationsBachelor’s degree in Information Technology, Computer Science, Business Technology, Logistics, or a related fieldMinimum 5+ years of experience in POS support or IT systems administration, including at least 2 years in a supervisory/managerial roleStrong expertise in POS hardware/software configuration, troubleshooting, back office system operations, and POS acceptance technologiesExperience with acquiring services, BNPL integration, payment switch systems, and TMSSolid understanding of networking fundamentals (VPN, IP configuration)Experience with systems such as CRM, TMS, and FIS SwitchProven ability to manage teams, prioritize workloads, and work under pressureStrong analytical, problem-solving, and decision-making skillsExcellent communication, stakeholder management, and vendor coordination skillsExperience in logistics and warehouse management, including inventory control and supply chain optimizationPreferred certifications: ITIL Foundation, POS vendor certifications, or equivalent