ASSISTANT MANAGER, HELPDESK prisma (AMERICAS)The Roundtable on Sustainable Palm Oil (RSPO) is a global partnership to make palm oil sustainable.Today, the RSPO is a global, non-profit organisation with over 6,000 voluntary members across 104 countries and territories, representing every link in the supply chain: oil palm producers, palm oil processors and traders, consumer goods manufacturers, retailers, banks and investors, environmental or nature conservation non-governmental organisations (NGOs), and social or developmental NGOs.At RSPO, we believe that our success is built by the passion, dedication, skills, and expertise of our people. They are the ones who drive our organisation to new heights and guide us through the next phase of our development.This position will assist in managing RSPO's Helpdesk operations for the prisma platform. Act as 2nd-level support, monitor SLA adherence, and help maintain quality support services across region of Latin America and North America.The location of this role is Bogota, Colombia.KEY ROLES & RESPONSIBILITIESDuties include but will not be limited to the following:Support the Helpdesk Manager in the supervision and coordination of frontline Senior Executive based in LaTAM.Act as second-level escalation point for more technical or policy-based queries that cannot be resolved at first contact at LaTAM & NA region.Oversee quality assurance processes, including ticket reviews, feedback audits, and SLA adherence reporting.Coordinate onboarding, documentation, and training for new Helpdesk staff or contractors, including maintenance of SOPs and workflows.Liaise regularly with internal departments (Business Process Owners) for standardised interpretation of certification, traceability, and trade-related rules.Assist in generating weekly or monthly Helpdesk reports to management highlighting key trends, issues, or user pain points.THE SUCCESSFUL APPLICANTEducationExperienceMore than 5 years in helpdesk or IT support, including 2 years in a supervisory role.Technical and Professional KnowledgeGood knowledge of helpdesk operations and ticket handling procedures.Familiarity with multilingual service support and RSPO system workflows.Proficient in analysing Helpdesk trends and identifying opportunities for improvement.Intermediate experience in Zendesk or equivalent CRM/helpdesk platforms.Comfortable coordinating across departments and handling escalations.Proficiency in English is required; ability to communicate fluently in additional RSPO working languages (e.g, Spanish) is highly desirable.ESSENTIAL SKILLSTeam leadership and performance managementGlobal helpdesk coordinationCommunication and stakeholder managementTechnical troubleshooting and system navigationMultilingual support strategyKnowledge base and SOP developmentData analysis and reportingHOW TO APPLYQualified applicants are invited to send in their updated CV giving comprehensive details of educational background, work experience, and related achievements to ******. Please state "Job Application – Assistant Manager, Helpdesk prisma (Americas)" in your email subject line. **RSPO is an equal opportunity employer. Due to the volume of applications received, only shortlisted candidates will be notified.Whether you're an individual or an organisation, you can join the global partnership to make palm oil sustainable.As an individualTake a stand for sustainable palm oil. See how you can influence brands and businesses.Discover how using sustainable farming practices through RSPO Certification can increase your yield and more.Reduce negative social and environmental impacts through producing and sourcing certified sustainable palm oil.Quickly access resources, news and content that is important to you. #J-18808-Ljbffr