Help Desk Support Manager
Description
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
Location: Remote - Colombia
Key Responsibilities
- Own daily help desk operations across regions, ensuring stable coverage, clear handoffs, and consistent execution
- Lead and develop regional Help Desk Support Leads, ensuring they actively supervise queues, coach Tier 1 specialists, and drive correct escalation paths
- Manage ticket flow in Jira Service Management, including triage standards, categorization, prioritization, routing, and escalation governance
- Enforce SOP adherence, audit ticket quality, and implement routine QA checks to reduce variability and improve customer experience
- Track SLAs, backlog, aging tickets, reopen rates, and escalations, then run performance reviews and action plans with leads
- Establish and maintain an escalation framework, ensuring issues move from Tier 1 to lead escalation, then to the correct internal teams, with clear documentation of next steps
- Drive knowledge management, ensuring articles are created, maintained, and used effectively, and supporting the transition of documentation from Loop to Confluence
- Partner with stakeholders to align on expectations, communicate status and trends, and prioritize improvements based on recurring issues
- Support onboarding and ramp up for new team members, including training plans, SOP walkthroughs, and readiness checks prior to go live
- Lead continuous improvement initiatives focused on reducing repeat incidents and improving consistency, including process updates and knowledge base enhancements
- Serve as the final escalation point within the help desk operation, ensuring correct triage, strong documentation, and coordinated escalation to the appropriate infrastructure, security, or application teams.
- Coach leads and specialists on troubleshooting approach, communication, and ticket quality, using real cases as training moments
Required Skills & Experience
- 5+ years in IT support or help desk environments, including 2 plus years leading help desk operations or support teams.
- Experience running multi-region support operations, follow the sun coverage, and shift handoffs.
- Proven experience managing support queues, escalation paths, and ticket quality in an ITSM tool, Jira Service Management preferred.
- Strong understanding of SOP driven operations, with experience enforcing process adherence and improving consistency at scale.
- Experience leading team leads and support specialists, including coaching, performance management, and structured feedback.
- Strong knowledge base discipline, able to maintain and improve documentation in Confluence.
- Ability to define and manage operational metrics, SLAs, KPIs, backlog health, and reporting cadence.
- Strong stakeholder management skills, able to communicate clearly with IT leaders and align on priorities and expectations.
- Working knowledge of basic account support workflows, password resets, account unlocks, plus Microsoft 365 troubleshooting.
- Strong technical foundation in end user support within a Windows focused environment, able to support troubleshooting and escalation triage when the team is blocked.
- Comfortable performing basic connectivity triage and interpreting initial diagnostic signals to guide escalation decisions.
- Ability to translate technical troubleshooting into clear ticket notes, next steps, and stakeholder updates.
- Excellent written communication and documentation discipline, including knowledge base practices and operational runbooks.
Nice to Have Skills
- Professional IT certifications, such as CompTIA A+, Network+, or Microsoft IT Support.
- Experience with PowerShell scripting to automate routine administrative tasks.
- Knowledge of supporting additional operating systems, such as macOS, iOS, or Android.
- Experience with advanced network troubleshooting using command-line tools.
- Familiarity with Microsoft Intune and common endpoint support workflows, including device resets
Soft Skills
- Strong leadership presence, calm under pressure, able to drive clarity and accountability across a distributed team
- High ownership mindset, proactive in identifying gaps and implementing improvements
- Client focused communication style, able to balance empathy with operational rigor
- Organized and detail oriented, with strong follow through on actions, escalations, and reporting
Why You Will Love Working with Us
Join a powerful tech workforce and help us change the world through technology Professional development opportunities with international customers Collaborative work environment Career path and mentorship programs that will lead to new levels. Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive
environment for all employees.