IT Service Desk Manager

hace 1 semana

Cali, Valle del Cauca, Colombia Zonar A tiempo completo US$18.000 - US$40.000 al año

​​​​​​**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.
  • Technical and Operational Management
  • 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.

  • IT Service Desk Manager

    hace 1 semana

    Cali, Valle del Cauca, Colombia b63d4f1d-f086-4cee-af96-492c1b0866c3 A tiempo completo US$60.000 - US$102.400 al año

    **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...

  • Service Desk Supervisor

    hace 3 días

    Cali, Valle del Cauca, Colombia UFINET A tiempo completo $8.000.000 - $12.000.000 al año

    BuscamosService Desk Supervisor,Responsable de Garantizar la operación eficiente y de alta calidad del Service-Desk, liderando al equipo en la gestión de solicitudes, incidencias y consultas de los clientes, asegurando una atención rápida, precisa y cordial. Supervisar el cumplimiento de los SLA, impulsar la mejora continua en procesos y herramientas, y...

  • Shared Service Center Lead/Manager

    hace 3 días

    Cali, Valle del Cauca, Colombia T-mapp A tiempo completo

    Reconocida compañía líder en soluciones de identidad digital y seguridad está en búsqueda de su Líder de Shared Service Center en Cali, quien será responsable de la operación financiera en 4 países y la gestión de un equipo de alto nivel.¿Por qué aplicar a esta posición?Liderarás un Shared Service Center, con impacto en Colombia, Chile, México...

  • Financial Manager

    hace 1 semana

    Cali, Valle del Cauca, Colombia Ottomatik A tiempo completo US$100.000 - US$120.000 al año

    Hi there We are South and our client is looking for a Financial ManagerNote To ApplicantsEligibility: This position is open to candidates residing in Latin America.Application Language: Please submit your CV in English. Applications submitted in other languages will not be considered.Professional Presentation: We encourage you to showcase your professional...

  • Jefe de mesa de ayuda

    hace 3 días

    Cali, Valle del Cauca, Colombia Hermosa y Asociados S.A.S A tiempo completo

    Nos encontramos en la búsqueda de Jefe deSoporte técnicocon sólida experiencia liderando y coordinando la gestión de equipos de soporte técnico y mesa de ayuda. Será la persona

  • Customer Service Representative

    hace 5 días

    Cali, Valle del Cauca, Colombia Tuyo Health A tiempo completo $2.880.000 - $3.456.000 al año

    Wednesday to Sunday w/ Monday & Tuesday OFF | C1 required | 100% Remote (Colombia) | All legal benefits | Indefinite term contract | COP $2,880.000/Mo + performance-based bonus |At Tuyo Health, we're on a mission to revolutionize healthcare by offering 100% personalized telemedicine services that go beyond quick fixes to address the root causes of health...

  • Customer Service Representative

    hace 7 días

    Cali, Valle del Cauca, Colombia TaskUs A tiempo completo $300.000 - $600.000 al año

    Job DescriptionWe are looking for a #RidiculouslyGood Teammate Could that be you?So what does a Teammate really do? Think of yourself as the backbone of the company, not just anyone who is qualified for this role We make sure we get the best of the bests. After all, we are a ridiculously good company with our employees being top-notch.You are going to...

  • Customer Service Representative

    hace 1 semana

    Cali, Valle del Cauca, Colombia TaskUs A tiempo completo US$18.000 - US$25.000 al año

    Job DescriptionWe are looking for a #RidiculouslyGood Teammate Could that be you?So what does a Teammate really do? Think of yourself as the backbone of the company, not just anyone who is qualified for this role We make sure we get the best of the bests. After all, we are a ridiculously good company with our employees being top-notch.You are going to...

  • Legal Case Manager

    hace 1 semana

    Cali, Valle del Cauca, Colombia Bush & Bush Law Group A tiempo completo $15.000.000 - $25.000.000 al año

    Join Our Team at Bush & Bush Law GroupBush & Bush Law Group is a leading personal injury law firm based in Texas, dedicated to providing exceptional legal representation to our clients. We are currently seeking a talented and organized Legal Case Manager [Bilingual] to join our dynamic team. This role is crucial in ensuring that our cases are managed...

  • Air Cargo Customer Service Agent

    hace 3 días

    Cali, Valle del Cauca, Colombia Worldwide Flight Services, Inc. A tiempo completo

    About WFS Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely.  We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger,...