We are hiring a Senior Manager Help Desk Operations in Medellin Colombia!

at  Roca Alliances SA

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.

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 Senior 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.

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!

Customer Experience :

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

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.