ITSM Manager (ServiceDesk Plus Expert) | Bilingual EN/ES | Remote LATAM
Company: Allied Global
Salary: USD $2,100/month
Location: 100% Remote (LATAM)
Allied Global is looking for an experienced ITSM Manager to lead a high-impact, enterprise-level implementation of ManageEngine ServiceDesk Plus.
If you are passionate about IT service management and have strong hands-on expertise with ManageEngine ServiceDesk Plus, this is your opportunity to drive transformation across global teams.
🔧 What You’ll Do
- Lead the end-to-end implementation and optimization of ManageEngine ServiceDesk Plus as the central ITSM platform
- Configure, customize, and enhance ServiceDesk Plus modules (Incidents, Changes, CMDB, Portal, Automations)
- Define and streamline ITIL-based processes (Incident, Problem, Change, Asset Management, etc.)
- Build workflows, automation, and service request catalogs
- Drive user adoption and training across global teams
- Integrate ServiceDesk Plus with enterprise systems (Active Directory, email, monitoring tools)
- Monitor performance and continuously improve ITSM processes
- Maintain thorough documentation and best practices
⭐ What We’re Looking For
Mandatory Experience:
- 4+ years in IT
- 2+ years of hands-on experience implementing and managing ManageEngine ServiceDesk Plus
- Proven success delivering full-cycle ITSM implementations, preferably in multi-site or global environments
Technical Skills:
- Advanced knowledge of ManageEngine ServiceDesk Plus configuration and administration
- Familiarity with tools like Jira, Invgate Service Management, and Smartsheet
Frameworks & Certifications:
- Strong knowledge of ITIL® v3/v4 best practices
- ✅ ITIL® 4 Foundation (required)
- ➕ ManageEngine ServiceDesk Plus Certification (preferred)
- ➕ Azure Administrator / ISO 20000 certifications (nice to have)
🌎 Soft Skills & Language Requirements
- Strong analytical and problem-solving skills
- Excellent communication skills in English (B2–C1 required) and Spanish
- Experience leading cross-functional teams and training users
- High adaptability, collaboration, and global mindset
⏱ Additional Notes
- Must be open to occasional after-hours or weekend support during critical implementations or updates
💡 Why Join Allied Global?
- Work remotely from anywhere in Latin America 🌎
- Be the key driver of a global ITSM transformation
- Collaborate with international teams and cutting-edge tools
👉 Ready to take the lead on a ManageEngine ServiceDesk Plus enterprise implementation? Apply now!
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