Description and Requirements Key ResponsibilitiesLead and manage the Channel Partner Helpdesk team, ensuring consistent, high-quality support deliveryOversee daily operations, including ticket handling, triage, and issue resolution across partner inquiriesAct as the primary escalation point for complex or high-impact issues, while building and maintaining strong relationships with NA business stakeholdersEnsure effective coordination between partners, IT, and internal stakeholders to drive timely resolutionsMonitor and improve service performance metrics response time, resolution time, ticket quality)Drive process standardization and continuous improvement across helpdesk and operational supportProvide oversight for deal registration, bid creation, partner order-related support, and partner guidance processesEnsure proper knowledge management, including documentation maintenance, updates, and team trainingSupport system launches, UAT activities, and change management to prepare the team for new tool enhancementsCoach and develop team members through performance management, training,



and career development planningKey Skills & AttributesStrong leadership and team management skillsExcellent stakeholder management and cross-functional coordination abilityData-driven mindset with experience in service metrics and performance managementStrong problem-solving and decision-making capabilitiesAbility to operate effectively in a fast-paced, high-volume support environmentCustomer-focused with a commitment to service excellence and continuous improvementQualificationsBachelor's degree or equivalent experienceFluent in English (spoken and written), with ability to support US/Canada partners3+ years of experience in Helpdesk, Customer Support, or Operations Support1+ year of experience in team leadership or people managementHands-on experience with partner bidding or CRM D365) systemsExperience supporting B2B or channel/partner environments preferredExperience working in a cross-region or general environmentAbility to support North America business hours Additional Locations: * Argentina - Capital Federal - CABA * Argentina * Argentina - Capital Federal * Argentina - Capital Federal - CABA

📌 Channel Partner Helpdesk Manager (Buenos Aires)
🏢 Lenovo
📍 Buenos Aires