Global Help Desk Manager (Remote)

About the role

The IT Global Helpdesk Manager supports domestic and international field offices and provides efficient, cost-effective technical support to end users. The role combines administrative and technical skills, keeps information systems and equipment running well, and works within the IT Team. It is a 100% remote position based in one of three Latin American countries: Peru, Guatemala or Honduras.

Key responsibilities

• Follow the vision and direction of the Directory of Technology and manage the ticketing system and helpdesk, troubleshooting and resolving user issues.
• Ensure equipment and software run at optimal levels, set up employee devices and configure laptops for quick deployment.
• Manage IT asset inventory, source local IT vendors and support IT infrastructure including networks and hardware.
• Administer Microsoft 365 (accounts, Teams groups, distribution lists, reports) and stay current on Windows OS and staff software.
• Train and manage IT super users in each country office, develop training documents and lead and take part in IT projects.
• Make hardware repairs or manage outsourced repairs, and write and update IT policy, procedures and protocols.
• Respond to urgent requests within 24 business hours, work outside normal hours and across time zones, and back up the Director of Technology.

Required profile

• Four years of directly related work experience.
• Credible IT certification (Microsoft, Cisco/Meraki, Ubiquiti, etc.) or equivalent training and experience.
• Legal authorization to work and reside in Peru, Guatemala or Honduras; proof of residency or work authorization requested.
• Reliable home internet and ability to work extended hours and with colleagues in other time zones.
• Excellent communication in English and Spanish, comfort with diverse international audiences, and ability to work under tight deadlines.

Required skills

• Microsoft 365 administration
• Windows OS support
• Network and hardware troubleshooting

Monthly salary range: Honduras L 48,732 - 71,350.