Senior IT Help Desk Manager

Department: Internal IT Helpdesk

Employment Type: Full Time

Location: Medellin, Medellin, Colombia, Remote

Your day-to-day activities:

• Frontline support operations. Oversee ticket intake, triage, resolution times, and escalation paths. Keep service quality high and response times predictable.
• Hands-on technical work. This is not a purely managerial role. You will be in the tools daily — troubleshooting, configuring, and resolving issues yourself.
• Device and identity management. Manage a mixed fleet of roughly 150 macOS and Windows machines through Microsoft Intune, including enrollment, policy management, and application deployment.
• Onboarding and offboarding. Support a large and fluid population that includes approximately 150 contractors alongside full-time staff. Volume is significant, so process discipline and automation matter.
• Team leadership. Manage, coach, and develop the support technician. Set standards, review work, and build the team as it grows.
• Client relationship. Serve as the primary IT operations contact for the client. Communicate clearly, manage expectations, and represent our organization well.
• Compliance awareness. Operate in an environment that handles protected health information. Follow and reinforce security and compliance practices in everything the team touches
• As a Senior team member, you will be expected to actively participate in our hiring processes by serving on interview panels for future roles across the company.

You’re a perfect match if you have:

• Demonstrated experience managing a mixed macOS and Windows fleet, ideally through Microsoft Intune
• Strong working knowledge of the Microsoft 365 ecosystem, particularly Entra ID
• Genuine hands-on technical ability — you can solve problems yourself, not just route them
• Fluent English, written and spoken, for daily work with a U.S.-based workforce
• Availability to work U.S. business hours
• A track record of reliability and ownership. You follow through, you close loops, and you do not need to be closely managed