IT Helpdesk Manager

Job description

Overview

We are a tech-enabled growth firm–at the intersection of marketing, consulting & data intelligence–igniting revenue and brand recognition for leading and emerging companies around the world.

As a people-first firm, we value diversity in backgrounds and experiences.

We strongly believe our people and culture are key to our success.

Our vision is to be recognized as the most valued and respected private growth marketing firm in the world—with a scalable brand, culture and services.

Our mission is to power the relentless pursuit of growth and redefine what’s possible through a team of growth-obsessed experts who demand innovation and results - driven by integrity, autonomy, and grit.

As a full-service growth marketing firm, we offer best-in-class services including: SEO, Content Marketing, Paid Media, Social Media Marketing, Programmatic + CTV, Public Relations, Influencer Marketing, Email + SMS, Conversion Rate Optimization, Retail Marketing, and Creative.

Here at Power Digital, we are hyper-focused on helping brands drive revenue growth and brand recognition, ultimately driving irrefutable value for our clients.

At the heart of Power Digital is our proprietary technology, nova, which analyzes businesses through first-party data, simplifying investment planning for marketing and diligence in M&A––putting marketers in a strategic seat at the table––and providing value in unparalleled ways.

Managing billions in media, our dynamic team––of consultative marketers, creatives, analysts and technologists––challenge traditional ways of planning and measurement through meticulous testing and data science across each milestone of the customer journey.

Proficiency in spoken and written English at an advanced level is required for this role.

US Visa and traveling to the US is expected.

A day in the life:

The IT Helpdesk Manager plays a critical role in ensuring seamless technology operations across the organization.

Based in Medellín, this hybrid role (minimum 2 days per week in office) requires both hands-on expertise and the ability to manage external service providers.

You will oversee the helpdesk function, support day-to-day IT operations, manage escalations, and ensure a secure, efficient environment for employees.

This role demands strong technical knowledge of identity and productivity platforms, vendor management skills, and the flexibility to provide after-hours emergency support when needed.

Responsibilities:

Helpdesk Operations & Support

• Lead and manage the IT helpdesk function, ensuring timely response and resolution of tickets.
  
  
• Provide hands-on support for escalated issues in Okta, Google Workspace, and Microsoft O365.
  
  
• Develop and enforce SLAs, escalation paths, and service quality metrics.
  
  

Identity & Productivity Platform Management

• Act as IT administrator for Okta and Google Workspace, managing accounts, groups, policies, and integrations.
  
  
• Serve as the subject matter expert for Okta (Okta Certified Administrator strongly preferred), Google Workspace (Google Certified Administrator strongly preferred), and Microsoft O365.
  
  
• Administer accounts, permissions, and integrations across identity and productivity platforms.
  
  
• Ensure security, compliance, and user adoption of collaboration tools.
  
  
• Act as the primary liaison with the organization’s managed service provider (MSP).
  
  
• Monitor MSP performance, review reports, and enforce accountability on SLAs and uptime commitments.
  
  
• Escalate and resolve vendor-related service gaps, ensuring high service quality for internal teams.
  
  
• Provide after-hours and weekend emergency coverage for critical IT issues on a rotating basis.
  
  
• Lead incident response for helpdesk and end-user technology disruptions.
  
  
• Document root cause analyses and preventive measures.
  
  
• Establish and track KPIs for IT support (e.g., response time, first-call resolution, employee satisfaction).
  
  
• Identify opportunities for automation, improved knowledge base documentation, and self-service.
  
  
• Collaborate with security and engineering teams to align IT operations with organizational goals.
  
  

Role Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience.
  
  
• 5+ years of IT helpdesk/desktop support experience, with 2+ years in a supervisory or managerial role.
  
  
• Hands-on expertise in Okta, Google Workspace, and Microsoft O365 administration.
  
  
• Experience managing and holding third-party MSPs accountable for SLAs and deliverables.
  
  
• Strong troubleshooting and problem-solving skills, with a customer service mindset.
  
  
• Excellent communication skills in both English and Spanish.
  
  
• Ability to provide emergency after-hours support.
  
  

Key Performance Indicators (KPIs)

• Ticket Resolution SLAs – 90% of helpdesk tickets resolved within agreed SLA timeframes (e.g., P1 in <1 hour, P2 in <4 hours, P3 in <24 hours).
  
  
• First Contact Resolution (FCR) – Achieve >70% of issues resolved on first contact without escalation.
  
  
• User Satisfaction (CSAT) – Maintain an average satisfaction score of 4.5/5 or higher on post-ticket surveys.
  
  
• Okta & Google Workspace Administration – 100% of provisioning/deprovisioning requests completed within 24 hours.
  
  
• Onboarding & Offboarding Accuracy – Zero critical errors in new hire setups and employee offboarding (e.g., account not deactivated).
  
  
• MSP SLA Compliance – Ensure MSP meets >95% of contractual SLA commitments each quarter.
  
  
• System Uptime – Maintain 99.9% availability of core productivity platforms (Okta, Google Workspace, O365)
• Knowledge Base Coverage – Add/update documentation so that >80% of common issues have a self-service article.
  
  
• Incident Response – Respond to critical after-hours incidents within 15 minutes, with documented root cause analysis within 48 hours.
  
  
• Security Compliance – Ensure 100% completion of quarterly access reviews and zero unapproved admin account escalations.
  
  

Most Important Things (MITs)

• Ensuring reliable, secure, and responsive IT support for all employees.
  
  
• Acting as both a hands-on administrator and a manager of MSP resources.
  
  
• Maintaining high standards of accountability, responsiveness, and professionalism in IT support.
  
  
• Being available for critical after-hours incidents to keep business operations running smoothly.
  
  

Power Digital’s people and culture are at the core of our success, which is why diversity in our team’s backgrounds and experiences are paramount.

We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, and backgrounds, who strive to make an impact inside and outside of the workplace.

Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity.

All of our employees' points of view are key to our success, and inclusion is everyone's responsibility.

Note: This refined description excludes extraneous application guidance and disclaimers not essential to the role content while preserving the core job information and EEO statements.

Required Skill Profession

Servicio De Atención Al Cliente