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Company Description Are you looking to join an organization that is growing and dynamic? What about a high-energy, collaborative environment that rewards hard work?

J.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. Our professionals serve as trusted advisors to organizations facing high stakes matters demanding urgent attention, staunch integrity, proven experience, clear-cut analysis, and an understanding of both tangible and intangible assets.

The firm provides a comprehensive suite of services, products, and data that enables clients to navigate complex, contentious, and often catastrophic situations.

The Manager, Global Helpdesk & End‑User Services is a senior technology leader responsible for shaping, scaling, and modernizing the firm’s integral helpdesk and end‑user support model. This role goes well beyond day‑to‑day service management: it owns the future state of end‑user support across a complex, multinational environment.





This leader serves as both a team manager and the voice of the company, turning user feedback and systemic issues into actionable engineering requests backed by clear business cases, justification, and measurable efficiency impact. They balance strategic design with hands‑on execution, keeping current operations stable, measurable, and responsive while building the next‑generation protocols, escalation models, and service capabilities that anticipate tomorrow’s needs.

Strong written and verbal English communication is essential to partner effectively with global stakeholders and business leaders across regions.

Key Accountabilities & Responsibilities

Global Helpdesk Leadership & Operational Excellence
- Lead, coach, and mentor a multi‑tier (Tier 1-3), multi‑region helpdesk to deliver consistent, high‑quality support across time zones.
- Build a culture of excellence, critical thinking, customer empathy, urgency, a

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📌 Manager, Global Helpdesk (Bogotá)
🏢 J.S. Held
📍 Bogotá