Help Desk Support Manager

Position Overview

We are seeking an experienced Help Desk Support Manager to lead day to day help desk operations across regions and time zones. This role is responsible for ensuring consistent execution, strong adherence to SOPs, clean ticket discipline in Jira Service Management, and a reliable escalation model through regional leads. You will oversee performance against SLAs and internal KPIs, drive knowledge base maturity as documentation transitions to Confluence, and partner closely with client stakeholders to improve service quality and user experience. While this is primarily an operations leadership role, the manager is expected to step in when needed to support escalations, unblock the team, and ensure complex issues are routed correctly and driven to resolution.

Position title: Help Desk Support Manager
Location: Remote - Colombia

Key Responsibilities

• Own daily help desk operations across regions, ensuring stable coverage, ...