POS Support Manager

Role Purpose

The 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 Responsibilities

• Lead, mentor, and develop the POS support team, ensuring high performance and continuous skill growth
• Oversee day-to-day POS support operations, ensuring timely resolution of issues and adherence to service level standards
• Allocate resources and prioritize tasks for efficient support workflow management
• Conduct regular performance reviews and training sessions to upskill the team
• Manage the configuration, maintenance, and optimization of POS systems, back office applications, and POS acceptance infrastructure
• Oversee and support acquiring services, BNPL integrations, payment switch operations, and TMS functionalities
• Ensure proper hardware, software, and network setup across all POS environments
• Conduct root cause analysis on recurring issues and implement long-term corrective actions
• Oversee POS system updates, patches, and enhancements
• Ensure data integrity and proper synchronization between POS and back office systems
• Review and improve POS support processes, automating routine tasks where applicable
• Monitor POS ecosystem performance (including acquiring, BNPL, TMS, and switch services), proactively addressing risks and optimization opportunities
• Maintain accurate and comprehensive documentation for configurations, procedures, and troubleshooting
• Manage logistics and warehouse operations, ensuring efficient inventory control, timely distribution of POS hardware/software, and streamlined supply chain processes to support business continuity
• Work closely with IT, Operations, Finance, and other teams to ensure alignment and seamless system integration
• Coordinate with vendors for escalations, upgrades, and product enhancements across POS acceptance, acquiring services, switch, and TMS solutions
• Support business initiatives requiring POS system changes or third-party service integrations
• Provide management with key performance metrics and POS-related analytical reports
• Conduct training sessions for internal teams on POS functionalities, updates, and best practices
• Communicate technical information effectively to both technical and non-technical stakeholders
• Act as the primary escalation point for complex or high-priority POS incidents
  
  

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Technology, Logistics, or a related field
• Minimum 5+ years of experience in POS support or IT systems administration, including at least 2 years in a supervisory/managerial role
• Strong expertise in POS hardware/software configuration, troubleshooting, back office system operations, and POS acceptance technologies
• Experience with acquiring services, BNPL integration, payment switch systems, and TMS
• Solid understanding of networking fundamentals (VPN, IP configuration)
• Experience with systems such as CRM, TMS, and FIS Switch
• Proven ability to manage teams, prioritize workloads, and work under pressure
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication, stakeholder management, and vendor coordination skills
• Experience in logistics and warehouse management, including inventory control and supply chain optimization
• Preferred certifications: ITIL Foundation, POS vendor certifications, or equivalent