Remote Helpdesk Manager (ITIL)

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

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

Job Overview

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

Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.

• 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