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 it serves a diverse range of industries in over 20 countries, managing more than 15 million endpoints globally.
We believe in being clear about who we are and what we expect. Our success comes from being CONFIDENT, DETERMINED, and RESPONSIBLE. The people who thrive here are those who go the extra mile for our customers and for their own career growth and financial future.
WHAT WE ARE LOOKING FOR:
We are looking for a Senior Manager – Regional Help Desk Operations LATAM, to lead day to day operations on our newly established, custom facing, Kaseya Help Desk in Medellin, Colombia, with a maniacal focus on delivering innovative, an outstanding, timely response and resolve commitment, and a category leading collaborative experience for our partners. As Senior Manager – Regional Help Desk Operations LATAM, you will play a pivotal role in leading, developing and recruiting our local Help Desk Services team, reporting to the Senior Director the Kaseya Help Desk based in Orlando, Florida. You will be responsible for overseeing the delivery and ownership of a comprehensive and obsessive customer service organization, ensuring consistency, efficiency, excellence and effectiveness in Service Delivery and Operations.
This role is a critical contributor to meeting our mission: To provide timely and effective support to our customers, ensuring technology-related issues are resolved efficiently and with the utmost professionalism. We are dedicated to exceptional service through knowledgeable and empathetic staff while continuously improving our processes. Our core values include customer-centricity, accountability, collaboration, and a commitment to delivering a smooth and productive technology experience for our customers.
WHAT YOU’LL DO:
The Senior Manager – Regional Help Desk Operations LATAM will partner with their EMEA and US peers in developing the strategic direction and overseeing operational management of our global and local help desk function. This role is crucial in ensuring that our help desk services are efficient, customer-centric, and aligned with our business goals. The ideal candidate will have a proven track record in managing large-scale help desk operations, excellent leadership skills, and a deep understanding of global support dynamics.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Strategic Leadership:

• Develop and execute a regional help desk strategy that aligns with company objectives and enhances customer satisfaction.
• Set goals, KPIs, and performance metrics to drive continuous improvement and operational excellence.
• Collaborate with senior leadership to define and implement support policies and procedures.

Operational Management:

• Oversee daily operations of the LATAM help desk teams, ensuring effective and efficient support delivery.
• Manage and optimize support workflows, processes, and technologies to improve service quality and response times.
• Implement and maintain standard operating procedures (SOPs) and best practices for global support.

Team Leadership:

• Lead, mentor, recruit and develop a diverse team of help desk professionals based in Medellin, Colombia.
• Foster a collaborative and high-performance culture within the help desk team.
• Conduct regular performance reviews and provide constructive feedback to team members.

Customer Experience:

• Ensure that all customer interactions are handled professionally, promptly, and to the highest standards.
• Analyze customer feedback and support metrics to identify areas for improvement and implement solutions.
• Develop and manage customer satisfaction programs and initiatives.

Technology and Tools:

• Evaluate and implement help desk technologies and tools to enhance support capabilities and efficiency.
• Collaborate with IT and technology teams to integrate support systems and ensure seamless operations.
• Stay informed about emerging technologies and industry trends to drive innovation in support services.

Budget and Resource Management:

• Develop and manage the regional help desk budget, ensuring cost-effectiveness and resource optimization.
• Allocate resources effectively to meet support demands and project requirements.
• Identify and manage vendor relationships and service contracts as needed.

WHAT YOU’LL BRING:

• Bachelor’s degree in Business Administration, Information Technology, or a related field. Advanced degree preferred.
• 10+ years of experience in help desk or IT support management, with at least 5 years in a leadership role overseeing global operations.
• Proven experience in managing large, geographically dispersed teams and implementing support strategies at a global scale.
• Strong understanding of help desk technologies, ITIL framework, and best practices in customer support.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze complex data, identify trends, and make data-driven decisions.
• Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Experience in a Managed Services Provider (MSP) environment is a huge plus!