Software Support Manager

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Role Overview

The SW Support Manager is responsible for independently overseeing the day‑to‑day operations of a software support workgroup. This role provides guidance, coaching, and direction while ensuring the team delivers high‑quality, efficient software support services.

The Manager is accountable for team performance, operational execution, quality management, continuous improvement, and collaboration with senior leaders across departments. This role drives innovation, resolves operational challenges, manages escalations (technical and non‑technical), and ensures that support processes, SLAs, and organizational standards are consistently upheld. The SW Support Manager plays a critical role in employee development, team engagement, cross‑functional alignment, and strategic progress toward departmental goals.

Key Responsibilities:

Leadership, Supervision & People Management

• Oversee the progress and performance of the software support workgroup and ensure deliverables are completed on schedule
• Clearly set expectations, define goals, and monitor progress for both the team and individuals.
• Demonstrate strong ownership of team outcomes and ensure accountability at all levels.
• Address performance issues promptly, coaching employees through improvement plans.
• Provide continuous feedback, coaching, and mentoring to build strong individual and team capabilities.
• Support hiring, onboarding, and training of new team members.
• Lead employee‑engagement activities and monitor team morale.
• Conduct performance reviews and contribute to merit, promotion, and career‑development decisions.
• Manage team schedules, holidays, coverage, and resource allocation across activities.

Operational Oversight & Quality Management

• Independently manage day‑to‑day operations of the workgroup with minimal assistance.
• Ensure quality management across the workgroup, maintaining accuracy, efficiency, and adherence to standards.
• Work with senior leads across Engineering, Product, and other departments to meet departmental objectives.
• Facilitate smooth interactions between team leads, support teams, and cross‑functional partners.
• Resolve operational problems, escalations, and critical incidents for technical and non‑technical issues.
• Ensure consistent application of Software Support processes, ticket management standards, and documentation guidelines.
• Conduct regular audits of processes and deliverables to ensure continuous compliance and performance improvement.

Cross‑Functional Collaboration & Communication

• Foster strong communication and cooperation across team leads, support teams, and external departments.
• Build and maintain positive, influential working relationships with internal and external stakeholders.
• Coordinate with cross‑functional groups to align priorities, share insights, and achieve common goals.
• Promote a positive and productive team environment, resolving conflicts and supporting collaboration.

Continuous Improvement, Innovation & Process Excellence

• Drive innovation within the team by promoting creative thinking and encouraging proposals for new tools and ideas.
• Lead brainstorming sessions, innovation workshops, and discussions on emerging technologies.
• Identify process gaps and areas for improvement, recommending and implementing enhancements.
• Oversee continuous‑improvement efforts across team leads and ensure best practices are embedded and sustained.
• Evaluate and implement new tools and technologies that enhance team efficiency and support quality.
• Develop and lead improvement plans to enhance team performance, collaboration, and service delivery.

Strategic Execution & Leadership Through Others

• Manage through other leaders (e.g., Supervisors, Senior Specialists) where applicable, providing direction and oversight.
• Align team goals and performance targets with organizational objectives.
• Support the broader strategy by contributing to departmental planning, direction, and goal setting.
• Facilitate career‑progression conversations and help team members build development paths.

Financial Oversight & Reporting

• Monitor expenditures against allocated budgets and ensure accurate financial reporting.
• Flag variances early and support corrective actions or forecasting.
• Ensure team efforts support cost‑efficient operations and optimized resource utilization.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related technical field.
• 2–4 years of related experience, ideally within technical support, software support, or team leadership roles.
• Demonstrated capability in team management, performance tracking, and operational execution.
• Experience working with support systems and ticketing tools is preferred.

Skills & Competencies

• Strong people‑management and leadership skills with demonstrated ability to coach and motivate teams.
• Excellent communication skills, verbal and written (including multilingual capability if required).
• Advanced organizational, planning, and multitasking abilities.
• Strong problem‑solving and decision‑making capability.
• Integrity, accountability, and a consistently strong work ethic.
• Ability to navigate complex operational challenges with minimal guidance.
• Skilled in building cross‑functional alignment and facilitating teamwork.

Technical Skills

• Solid understanding of Software Support processes, workflows, queue management, and incident management principles.
• Knowledge of ticket handling, SLA tracking, and support‑tool usage.
• Familiarity with software environments, technical concepts, and escalation pathways.
• Ability to evaluate process efficiency and identify opportunities for technical improvement.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.