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

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Use feedback to enhance customer satisfaction programs
• .

Technology and Tools
Evaluate and implement help desk tools to improve support

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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