Supervisor, End User & Retail Technology Support (LACA)

Role Responsibilities

- Lead and supervise the Regional IT Support team responsible for providing technical support to company-owned retail stores across the LACA region and office employees, ensuring high service quality and continuous operation of business-critical technologies.

- Oversee support for company-owned retail store technologies, including workstations, peripherals, point-of-sale systems, applications, network connectivity, printing solutions, and mobile devices.

- Ensure effective technical support is provided to office employees across the region.

- Provide guidance, coaching, and day-to-day direction to support team members, promoting knowledge sharing, service excellence, and continuous development.

- Monitor team workload, prioritize support activities, and ensure incidents and service requests are resolved within established service level agreements.

- Coordinate the diagnosis, troubleshooting, and resolution of hardware, software, and system-related incidents escalated by the team.

- Manage and oversee incidents and service requests through the IT service management platform, ensuring timely resolution, quality communication, and stakeholder satisfaction.

- Collaborate with infrastructure, networking, security, and application support teams to resolve complex technical issues impacting business operations.

- Escalate critical incidents appropriately, lead communications during major incidents, and coordinate recovery efforts to minimize business disruption.

- Monitor operational metrics, team performance indicators, and service trends, identifying opportunities to improve support effectiveness and customer experience.

- Ensure accurate asset inventory management and oversee equipment ordering, shipping, replacement, and lifecycle management activities across the region.

- Manage relationships with third-party vendors and service providers, ensuring timely delivery of support services and adherence to agreed service levels.

- Create, review, and maintain support documentation, knowledge base articles, and operational procedures.

- Identify recurring issues, analyze root causes, and drive process and technology improvements to enhance operational efficiency and service quality.

Role Requirements

- Bachelor's degree in Information Technology, Computer Science, or a related field is preferred. Relevant technical certifications are a plus.

- Minimum 5 years of IT support experience providing end-user support, preferably in a retail, operations, or multi-site environment.

- Minimum 3 years of experience leading, supervising, or managing technical support teams.

- Experience working in organizations with ITIL-based service management processes.

- Experience supporting mobile devices running Android and iOS operating systems.

- Experience supporting end-user operating systems, including Microsoft Windows 10/11 and macOS.

- Strong leadership, coaching, and team management skills with the ability to motivate and develop high-performing teams.

- Strong communication, stakeholder management, and customer service skills, with the ability to interact effectively with business partners across different countries and cultures.

- Experience managing priorities in a fast-paced, regional support environment.

- Advanced English level.

Workplace Option

HYBRID - Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

BENEFITS AND OTHER DETAILS

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.

Your Argentina specific benefits include:

- Gift vouchers for marriage, for birth, others.

- Discounts at universities.

- Discounts at gyms and shops.

- Discounts at the language center.

- 10 days off for non-pregnant mother/father.

Other Details

As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments. If you have any questions, you may reach out to  [email protected] .

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

#LI-Hybrid

Estimated Job Posting End Date:
10-06-2026
This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.