We Are Hiring An IT Support Director for Our Office in Medellin
hace 3 días
**Roca Alliances** is a **specialized recruitment firm** in the tech sector, connecting top talent with leading global companies. We provide tailored hiring solutions, ensuring the perfect match for each role. Our deep understanding of industry trends allows us to conduct targeted, efficient recruitment. Committed to excellence, we build long-lasting partnerships that drive business success. At Roca Alliances, we help businesses thrive by delivering the right professionals to meet their needs.
This time, we are partnering with a global leader in IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT teams, powered by AI. The company has experienced strong double-digit growth over the years and serves a diverse range of industries in over 20 countries, managing more than 15 million endpoints globally.
As the IT Support Director you will oversee the end-to-end delivery of technical support services, driving operational excellence, team performance, and customer satisfaction. Your leadership will ensure our team consistently delivers support to the solutions that protect our clients' systems, enabling them to recover swiftly from disruptions.
**ESSENTIAL DUTIES AND RESPONSIBILITIES**:
- Lead the enablement of the Colombia Technical Support team, ensuring high levels of product knowledge and capabilities while ensuring high levels of customer satisfaction and adherence to Service Level Agreements (SLAs).
- Monitor and analyze support performance metrics, proactively addressing trends and identifying areas for improvement.
- Foster a collaborative and growth-oriented team environment by coaching, mentoring, and developing Technical Support Supervisors and their team members.
- Lead continuous process improvement initiatives within region, collaborating globally to optimize workflows and enhance the customer experience.
- Collaborate with cross-functional teams, including Product Management, Engineering, and Sales, to address systemic issues and improve service delivery.
- Oversee resource allocation and ensure appropriate staffing levels to meet business demands.
- Ensure the team is continuously well-trained on Kaseya products and emerging technologies to deliver expert support.
- Oversee and support the growth and scale of our Colombia center of excellence
- Perform all other duties as assigned.
**WHAT YOU’LL BRING**:
- 8+ years of experience in technical support or service delivery roles, including 5+ years of leadership experience in the SaaS or software industry.
- Proven ability to manage teams and deliver results in a fast-paced, customer-focused environment.
- Career experience in the Managed Service Provider (MSP) or Mid-Market Enterprise (MME) industry or delivering services to these sectors preferred.
- Strong analytical skills with the ability to interpret data, identify trends, and develop actionable insights.
- Excellent interpersonal and communication skills, with a talent for building relationships and managing stakeholder expectations.
- A passion for coaching and developing talent, fostering team engagement, and driving performance.
- Bachelor’s degree in Information Technology, Computer Science, or a related field preferred, or equivalent experience.
- ITIL certification or knowledge of ITIL practices is a plus.
- Organized, detail-oriented, and able to manage competing priorities effectively.
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