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 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 . 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 #J-18808-Ljbffr