IT Service Desk Manager

This is a hybrid position - onsite 3x/week Zonar Systems, a leading technology firm headquartered in Seattle, WA, is seeking an experienced and bilingual Service Desk Manager to join our growing LATAM IT Operations team in Cali, Colombia. This role will oversee daily IT service delivery across both our U.S. and LATAM operations, managing local staff and collaborating closely with our Managed Service Providers (MSPs) to ensure exceptional support for all employees. WHAT YOU WILL DO Service Desk Leadership Lead day-to-day IT support operations for all Zonar employees across the U.S. and LATAM regions. Supervise and mentor a local Service Desk Technician, ensuring timely, high-quality resolution of support requests. Collaborate regularly with MSP Service Desk Technical Leads to align ticket handling, escalation management, and SLA performance. Monitor both internal and MSP-managed service queues, ensuring adherence to established response and resolution targets. Prepare and deliver weekly reports on service desk performance and user satisfaction trends. Manage internal Jira Service Management (JSM) queues and oversee integration of escalated Tier 3 tickets transferred from the MSP’s Autotask environment. Maintain ownership of asset management, ensuring that all client hardware is accurately tracked and aligned between asset inventory systems, Entra ID, and Active Directory. Possess strong technical aptitude across Windows and macOS platforms, and demonstrate the ability to advise or troubleshoot across multiple technologies. Support and provide guidance for core SaaS tools including Microsoft 365, Teams, SharePoint, Slack, and related applications. Partner with other IT team members to ensure standards, documentation, and procedures are consistently followed across all regions. Process and Continuous Improvement Identify and implement opportunities to improve efficiency and user experience in service delivery. Assist with the development and maintenance of IT service documentation, SOPs, and knowledge base content. Contribute to the standardization of global service desk processes in alignment with corporate ITIL-based practices. Collaboration and Communication Communicate effectively in both English and Spanish (Colombian) across technical and non-technical teams. Participate in meetings across multiple time zones, aligning primarily with Eastern Time (EST) and occasionally with Pacific Time (PST). Serve as a reliable, customer-focused representative of IT to local and remote staff. WHAT YOU WILL BRING TO THE TEAM 2+ years in a Service Desk Lead or Manager role supporting a hybrid or distributed workforce. Strong technical background across Windows and macOS systems, and familiarity with Microsoft 365 administration. Experience with Jira Service Management (required) and Autotask (preferred). Working understanding of Intune, Autopilot, Entra ID (Azure AD), and Active Directory. Hands‑on experience in asset management and maintaining accurate configuration records. Strong analytical, troubleshooting, and communication skills. Fluent in both English and Spanish (written and spoken). CompTIA A+ certification preferred; equivalent technical experience accepted. ITIL Foundation certification preferred. Bachelor’s degree in Computer Science, Information Systems, or related field preferred, or an equivalent combination of education and experience. Ability to work onsite or hybrid from the Zonar Cali office. Growth Opportunity This role will initially oversee one Service Desk Technician, with the opportunity to expand as Zonar’s LATAM operations continue to grow. #J-18808-Ljbffr