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Job Title: Remote Helpdesk Manager (100% Work From Home)
Location: Remote from Latin America
Position Type: Full-time
Salary:$2,000 - 2,500 USD/month depending on experience paid via Wise or direct deposit
Schedule: Monday–Friday, 8:00am to 5:00pm Eastern Time with 30min lunch break
The Helpdesk Manager is responsible for overseeing all support operations, ensuring SLA compliance, managing ticket flow, and leading the offshore support team. This role serves as the critical operational link between the CTO and front-line support staff, ensuring consistent service quality across all client tiers (Core, Advanced, Enterprise).
This is a leadership position requiring both technical understanding and people management skills. The successful candidate will build and manage a high-performing support team while maintaining the service excellence that clients expect.
Responsibilities:
Team Leadership
- Recruit, onboard, and train L1 and L2 support team members
- Conduct regular 1:1 meetings with direct reports
- Set performance objectives and conduct performance reviews
- Foster a culture of customer service excellence and continuous improvement
- Manage shift schedules to ensure 24/7 coverage for Advanced/Enterprise clients
Operations Management
- Manage and prioritize ticket queue across all client tiers
- Monitor SLA compliance and ensure 4-hour response time targets are met
- Coordinate escalations between L1, L2, and technical leadership
- Track support hours for accurate client billing
- Conduct quality assurance reviews on ticket resolutions
- Generate weekly/monthly support metrics and reporting for CTO
Process & Documentation
- Develop and maintain support documentation and runbooks
- Create and refine escalation procedures and decision trees
- Implement process improvements and automation opportunities
- Maintain knowledge base articles and training materials
Client Communication
- Participate in client communication for critical incidents
- Provide support metrics for quarterly business reviews
- Handle escalated client complaints professionally
Qualifications, Skills and Key Competencies:
- 3+ years of experience in IT helpdesk/service desk management
- Proven experience managing remote/distributed teams
- Strong understanding of ITIL framework and best practices
- Experience with ticketing systems (HaloPSA, Pulseway PSA, ConnectWise, Autotask, ServiceNow, or similar)
- Excellent written and verbal English communication skills
- Working knowledge of Microsoft 365 administration
- Familiarity with Azure Virtual Desktop environments
- Understanding of SLA management and metrics tracking
- Experience creating reports and dashboards for leadership
- Experience in MSP environment
Preferred
- ITIL Foundation certification or higher (strongly preferred)
- Microsoft 365 Certified: Administrator Expert (MS-102)
- HDI Support Center Manager certification
- Experience supporting regulated industries (healthcare, finance)
- Experience with ControlUp or Pulseway RMM
Application Disclaimer: Please Read Before Proceeding
To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.
Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.
Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.
Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.
We appreciate your interest and look forward to reviewing your application!
