We Are Hiring a Senior Manager Help Desk Operations

hace 2 semanas

Medellín Antioquia, Colombia Roca Alliances S.A A tiempo completo

**Roca Alliances** - A specialized recruitment firm in the tech sector, connecting top talent with leading global companies. We provide tailored hiring solutions to ensure the perfect match for each role. With a deep understanding of industry trends, we conduct targeted, efficient recruitment, building long-lasting partnerships that drive business success.

This time, we’re partnering with **a global leader** in IT infrastructure and security management solutions for MSPs and internal IT teams, powered by **AI**. The company boasts strong double-digit growth and serves industries in over **20 countries**, managing more than **15 million endpoints** globally.

**At Roca Alliances, we value**:

- ** CONFIDENCE**:

- ** DETERMINATION**:

- ** RESPONSIBILITY**

We’re looking for professionals who go the extra mile for customers and are focused on career growth and their financial future.

**Position**: Senior Help Desk Manager - Help Desk Operations LATAM

**Location**: Medellin, Colombia

**Reporting to**: Senior Director of Kaseya Help Desk in Orlando, Florida

As S**enior Help Desk Manager for Help Desk Management Operations in LATAM** ️, you will lead day-to-day operations of our new, customer-facing **Kaseya Help Desk** with a sharp focus on delivering timely, innovative solutions. This role is essential in fostering a collaborative, first-rate customer experience and ensuring service excellence in **Service Delivery** and **Operations**.

**Responsibilities**:
**Strategic Leadership**:

- Develop and execute a regional help desk strategy that aligns with company objectives.
- Set goals and KPIs to drive improvement and operational excellence.

**Operational Management** ️:

- Oversee LATAM help desk teams, managing support workflows and optimizing processes.
- Implement SOPs and best practices to enhance service quality.

**Team Leadership**:

- Lead, mentor, and develop a diverse help desk team based in Medellin.
- Foster a high-performance culture through coaching and feedback.

**Customer Experience**:

- Ensure customer interactions are professional and prompt.
- Develop customer satisfaction programs to enhance experience.

**Technology & Tools** ️:

- Evaluate and implement help desk tools to improve efficiency.
- Collaborate with IT to integrate support systems and stay updated on trends.

**Budget & Resource Management**:

- Manage the regional help desk budget for cost-effectiveness.
- Oversee vendor relationships and service contracts.

**Requirements**:

- ** Education**: Bachelor's in Business Administration, IT, or related field (Advanced degree preferred)
- ** Experience**: 10+ years in Help Desk/IT Support management, 5+ years in global operations leadership
- ** Skills**: Leadership, data analysis, problem-solving, and communication
- ** Knowledge**: ITIL framework, MSP experience a plus

**Benefits**:
Competitive salary in COP (Colombian Pesos). All law Benefits.

Continuous training and mentoring

Opportunity to work with an international company

Private medical insurance

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