Remote Helpdesk Manager

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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
 
 
 
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
  • 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!
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...