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Hire the people your clients talk to when something breaks

Service desk, IT operations, coordination and sales professionals from Latin America and the Caribbean, hired into your managed services business and working US business hours. You get 3 to 5 matches in 48 hours.

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Support team on headsets working side by side at a service desk

TRUSTED BY TEAMS WHOSE CLOUDTASK HIRES HAVE STAYED 5 TO 8 YEARS

  • Apollo
  • Vonage
  • Expensify
  • GetAccept

How it works

How do I hire service desk and IT support talent?

You do one thing: interview. We handle everything else.

1

Post the role

5 minutes. The role, the motion, the tools, the comp band. That is all we need to start.

2

Review your matches

3 to 5 matches in 48 hours.

3

Interview and hire

We coordinate interviews. On Managed Staffing, we also handle payroll and compliance across LATAM.

How it works

WHY TEAMS TRUST CLOUDTASK

What you get with every hire

People who have worked a real ticket queue

Every profile on this page has sat in a service desk, IT support or technical support seat with a queue and a service level attached to it. Nobody learns what a ticket is on your time.

A desk that stays yours

You interview the person, you direct the work, and your clients keep talking to someone who belongs to your team. Nothing gets handed to a pooled desk you do not control.

Coverage inside your business day

Latin America and the Caribbean sit inside US business hours, so tickets are picked up while your clients are still at their desks and not queued for the next morning.

A team behind the hire

On Managed Staffing, CloudTask handles payments, compliance and check-ins underneath the engagement, so you run the desk and not a supplier relationship.

WHY CLOUDTASK

Staffing with numbers behind it

10,000+

hires placed

since 2016

85%

still in seat

past 90 days

24 months

replacement guarantee

on Managed Staffing

12

countries

across Latin America and the Caribbean

SKILLS

Top capabilities to look for in service desk talent

Support inside an IT services business is not the same job as support inside one company. The person serves several clients a day, under agreements somebody signed, using credentials that are not yours to lose. Check for these capabilities beyond general support skill.

  • Ticket discipline

    Categorises, updates and closes every ticket as the work happens. In a managed services business an undocumented fix is an unbillable fix and a hole in the next service level report.

  • Switching between client environments

    An internal IT hire learns one environment. This hire moves between several in a morning, each with different tools, naming and rules, without carrying a habit from one client into another.

  • Identity and device administration

    Creates and removes accounts, sets permissions, enrolls devices and runs onboarding and offboarding checklists to the end, instead of leaving an access review half done.

  • Explaining a fix to a non technical user

    Can walk a frustrated user through a reset or a workaround in plain English, and knows the moment to stop explaining and escalate instead.

  • Escalation judgement

    Knows the difference between a ticket to solve and a ticket to hand to an engineer, and escalates early enough that the response target still holds.

  • The platforms you actually run

    Ask which ticketing, remote access and identity platforms a candidate has worked in, and what they did inside them. A list of tool names on a resume is not evidence of anything.

STAFFING

Sub-segments we staff talent for

  • Managed service providers

    Service desk and IT operations staff for providers supporting many client environments at once, plus the coordinators who keep scheduling and dispatch moving.

  • IT support and break fix shops

    Tier 1 support, ticket triage and client communication for teams whose phone rings when a device, an account or a connection stops working.

  • Technology integrators and resellers

    Sales development, account management and order coordination for firms that sell and implement hardware, connectivity and cloud subscriptions.

  • Infrastructure and IT consultancies

    Project coordination, client communication and back office support around consulting engagements. The engineering itself stays with your own engineers.

  • Telecom and connectivity providers

    Support and commercial staff with experience on VoIP, connectivity and device support lines, which is where several of the profiles above came from.

Two professionals shaking hands

PRICING MODEL

Managed Staffing.

The role runs best with structure underneath it, not another manager on top. You direct the work. We handle payments, compliance and everything else.

Pay

One monthly rate

All in, per person. Quoted before you interview.

In the monthly rate

  • Sourcing from our talent network
  • Screening and vetting
  • Worker payments
  • Compliance and admin
  • Onboarding, day 0 to 60
  • Check-ins and escalation
  • 24 month replacement guarantee
  • Health coverage (available on request)
  • Equipment (available on request)

Stays with you

  • The work itself
  • Priorities and direction
  • Who you hire

$299 to start your search. One time, not a subscription. Applies to your first placement.

Start your search

PRICING MODEL

Direct Hire.

Direct Hire is open to every role we place. We find the person, vet them, and hand them over. You employ them, you manage them, you own the relationship from day one. Roles that create demand usually land here, because live call feedback and daily coaching work best coming straight from your sales leader, and there is no minimum term.

Pay

20% to 30%

Of first-year base salary. One time, quoted per role, paid when they accept.

In the fee

  • Sourcing from the CloudTask staffing and recruiting company
  • Screening and vetting
  • Shortlist of matched candidates
  • Interview coordination
  • Offer support
  • 6-month replacement guarantee. One replacement, same job description.

Yours when they accept

  • Employment and payroll
  • Compliance and employment administration
  • Ongoing management
  • Time and activity tracking
  • Health benefits and equipment benefits

$299 to start your search. One time, not a subscription. It applies to your buyout or toward your first placement.

Start your search

How CloudTask compares

Run the numbers. We did.

You do one thing: interview. We handle everything else.

Swipe to compare

US Direct Hire Staffing Agency
Time to First Interview 48 hours 3 to 6 weeks 2 to 4 weeks
Payroll & Compliance Included You manage Included in rate
Vetting Process Human + AI verified You screen Recruiter screened
Candidate spam Screened out before you see a profile Common Low
Tool Verification Verified per candidate Self-reported Rarely verified
Free Replacements 24 months on Managed Staffing, 6 months on Direct Hire None Variable
See all comparison

Testimonials

Trusted by teams that hire with us

  • LATAM has been a gold mine for talent. Our CloudTask hires understand our company culture and mission, and they connect with our customers in a way that drives high NPS and CX scores.
    David Barrett
    David Barrett CEO, Expensify
  • At first we were an SF-based team only. Then I met Amir Reiter back in 2018. After visiting Medellín, I knew LATAM would be key to our growth and success.
    Tim Zheng
    Tim Zheng CEO, Apollo.io
  • After meeting my CX and CS team in Medellín, we immediately loved the culture and the work ethic. As a European-HQ company, we found LATAM to be perfect to service our American clients.
    Carl Carell
    Carl Carell CRO and Co-founder, GetAccept

HIRING GUIDE

How to staff an IT services business from Latin America

Search for help with a help desk and every result offers to run it for you, with staff you never meet. That is a real option, and not the only one. This guide covers the other one: hiring named people into your own business and keeping the desk under your brand, including the questions with an uncomfortable answer.

Which roles can an IT services business hire remotely from Latin America?

The roles where the work already arrives through a ticket, a remote session or a call: tier 1 and tier 2 service desk, IT operations work such as account creation, access changes and device enrollment, service coordination and dispatch, account management, and the sales layer that sells managed services.

What distance does change is the on site visit. If a client contract needs hands in a room, that part stays local.

Which IT roles do you not place, and why?

We do not place infrastructure, network, cloud or security engineers, and we do not place software developers. Our talent network in the region is built around support, operations and commercial roles, and the engineering bench behind a claim like that does not exist. Saying otherwise would be selling something we cannot deliver.

So if you need someone to design your stack or own your security architecture, we are the wrong partner. We place everything around it: the desk that takes the first call, the coordinator who books the work, the person who sells the next contract. That is usually the larger headcount, and it is what keeps senior engineers on engineering.

How much does it cost to outsource a help desk?

Outsourced desks are priced per ticket, per user or per seat, and the number moves with volume, hours and how much of the queue the vendor will own. That is why nobody publishes one.

Staffing is priced differently. $299 starts your search, one time, and applies toward your first placement. After that, Direct Hire is a placement fee and Managed Staffing is an all in monthly rate per person, quoted before you interview anyone. Both carry a replacement guarantee: 24 months on Managed Staffing, 6 months on Direct Hire.

Is outsourcing a help desk the same as staffing one?

No, and the difference decides who your client is talking to. An outsourced desk is a service: the vendor supplies pooled staff, sets the process and reports against an agreement. A staffed desk is headcount: you choose the person and that person works only for you.

For an internal IT team either can work. For a managed services business it is sharper, because a white label desk puts a third party in front of your clients, under your brand, on accounts you are contractually responsible for.

What does MSP staffing actually mean?

It means two different things, and search results mostly show the other one. In the staffing industry, a managed service provider runs a contingent workforce program for a large employer, alongside a vendor management system. That is what most articles titled MSP staffing describe.

In technology, a managed service provider is the firm that runs IT for other companies. Staffing one means hiring service desk, operations, coordination and sales people into it. This page is about the second meaning.

Should a service desk hire be Direct Hire or Managed Staffing?

Both models are open to every role we place. Direct Hire suits seats you want to coach yourself from day one, which often includes sales. Managed Staffing suits seats that run best with structure underneath them, where most service desk and IT operations hires land.

Both carry a replacement guarantee: 24 months on Managed Staffing, 6 months on Direct Hire. On Managed Staffing, replacements are not capped. On Direct Hire, it is one replacement for the same job description.

How do you test a service desk candidate beyond the interview?

Talking well about support is not doing it. Give finalists a short exercise: triage 5 tickets written the way your clients write them, draft the reply to the angriest one, and say which of the 5 they would escalate and why.

Watch the escalation more than the fixes. Someone who solves 4 and hands over the fifth at the right moment beats someone who attempts all 5 and burns the response target on the one that was never theirs.

Who is the legal employer, and who controls access to client systems?

On Managed Staffing, CloudTask is the contracting party and handles payments and employment administration, and you direct the work. On Direct Hire, you employ and manage the person from day one.

Access stays yours. Decide before the start date which client tenants the person can reach, at what privilege level, and who approves a change. In an IT services business the hire holds credentials into other companies, so that review belongs inside your controls.

What are the red flags in a service desk interview?

• Cannot describe a ticket they escalated, or why.
• Treats documentation as something done later, when there is time.
• Talks about users as the problem rather than the reason for the job.
• No example of working across more than one client or environment.
• Vague about what they could change and what needed approval.
• Uncomfortable describing a mistake and what they changed afterwards.

How does CloudTask vet candidates before you meet them?

Every candidate is vetted before appearing on a shortlist, and nobody is placed without your approval. You get 3 to 5 matches in 48 hours, scored against your brief, with the service desk or IT services experience stated on the profile rather than implied.

If the first matches are not right, we run the search again against the revised brief.

FAQ

The fine print, in plain terms.

What is the $299 for?
It starts your search. One time, not a subscription. It applies to your first placement or toward a buyout, so it is not an extra cost, it is the first part of one.
Why is there no number on the monthly rate?
Because it depends on the role, the seniority and the country. We quote the all in monthly rate per person before you interview, so you know the number before you commit to anyone.
Who is the legal employer?
On Managed Staffing, CloudTask is the contracting party and handles payments and compliance, and you direct the work. On Direct Hire, you employ and manage the hire from day one.
How does tracking work, and can I turn it off?
On Managed Staffing, time and activity tracking is on by default. Talk to us about your setup when you start your search.
What happens if the person does not work out?
Both models carry a replacement guarantee: 24 months on Managed Staffing, 6 months on Direct Hire. On Managed Staffing, replacements are not capped. On Direct Hire, it is one replacement for the same job description.
Is there a platform or subscription fee?
No. $299 starts your search, one time, and applies toward your first placement. There is no subscription.
Do your candidates have experience in an MSP or an IT services firm?
The profiles matched for this page have worked in service desk, IT support or IT operations seats, or have sold managed services, VoIP, cloud and IT solutions. When a brief needs something more specific, our recruiting network in the region runs a dedicated search for it.
Do you place infrastructure, network or cloud engineers?
No. We place the service desk, IT operations, coordination and commercial layer around them. Engineering and architecture work stays with your own engineers.
Can the person work inside our ticketing and remote access tools?
Yes, on your terms. The person works inside the platforms you already run, under your access controls and your policies. Decide before the start date which client environments they can reach and who approves a change to that.

Ready to hire?

3 to 5 matches in 48 hours. Start with a quick role brief to get your shortlist.

Get matched