**We're Hiring - IS Help Desk Manager (On-site in Medellín)** Join a **leading U.S. healthcare company** with operations in Medellín and be part of an international, tech-driven environment focused on excellence and patient-centered solutions. **Location**: Medellín - 100% On-site **Position**: IS Help Desk Manager **Industry**: Healthcare / IT Support **Key Responsibilities**: - Lead daily operations of the Help Desk team and manage performance and KPIs. - Mentor and support staff career growth and development. - Monitor and improve service metrics: call handling, ticket resolution, user satisfaction. - Ensure SLA compliance and develop executive-level reporting. - Collaborate with vendors, internal departments, and leadership teams. - Provide limited technical support and participate in crisis and project management rotations. **You should have**: - Bachelor’s degree in IT or related field (or equivalent experience). - **5+ years** managing help desk or customer support teams. - Healthcare IT experience preferred. - Excellent problem-solving, analysis, and communication skills. - Strong knowledge of tools like Cisco Call Center, Active Directory, PowerShell, MS Office, VPN, and mobile platforms. - Experience with reporting tools, KPIs, SLAs, and vendor coordination. - **English level: B2 minimum.** We look for professionals who are: ✔ Detail-oriented ✔Outcome-driven ✔Team players ✔ Strategic and analytical thinkers ✔Skilled in time and task management Tipo de puesto: Tiempo completo