We Are Hiring a Senior Manager Help Desk Operations

**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.

**WHAT WE ARE LOOKING FOR**
We are searching for a **Senior Manager - Regional Help Desk Operations LATAM** to lead the day-to-day operations of our customer-facing, **Kaseya Help Desk** in **Medellin, Colombia**. This role requires a passion for delivering exceptional support with innovative, timely, and customer-centric solutions. Reporting to our Senior Director in Orlando, Florida, you will oversee a high-caliber team dedicated to service excellence and operational efficiency.

As the **Senior Manager - Regional Help Desk Operations LATAM**, you’ll play a pivotal role in developing our **Help Desk Services** team, upholding our mission to provide fast, effective, and professional tech support for our customers. We value **customer-centricity**, **accountability**, **collaboration**, and a commitment to creating a seamless tech experience for our partners.

**WHAT YOU’LL DO**
You’ll partner with peers in **EMEA** and the **US** to shape our global help desk strategy and ensure service excellence. This role is key to maintaining efficient, customer-focused help desk operations that align with company objectives.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:
**Strategic Leadership**

Create and implement a LATAM help desk strategy that boosts customer satisfaction
- . Set goals, KPIs, and performance metrics
- to drive excellence.
- Collaborate with senior leaders to establish support policies and procedures.

**Operational Management** ️

Oversee LATAM help desk operations, ensuring effective and efficient support
- .
- Optimize workflows, processes, and technologies to enhance service quality.
- Establish and maintain SOPs and best practices for support.

**Team Leadership** ‍‍

Lead, mentor, recruit, and develop a diverse team in Medellin, Colombia
- . Foster a high-performance, collaborative culture within the team
-.
- Conduct performance reviews and provide constructive feedback.

**Customer Experience**

Ensure professional, prompt customer interactions
- . Use feedback to enhance customer satisfaction programs
-.

**Technology and Tools**

Evaluate and implement help desk tools to improve support
- . Work closely with IT to ensure seamless support system integration
-.

**Budget and Resource Management**

Develop and manage the regional help desk budget for resource optimization
- .
- Manage vendor relationships and service contracts as needed.

**WHAT YOU’LL BRING**
- ** Bachelor’s degree** in Business, IT, or a related field (Advanced degree preferred).
- ** 10+ years** in help desk/IT support management, including **5+ years** in a leadership role.
- Expertise in **global help desk operations** and **ITIL framework**.
- Strong **data analysis** and **problem-solving skills**.
- Ability to thrive under pressure in a **fast-paced** environment.
- ** MSP experience** is a huge 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