Helpdesk Manager

📋 Description

• Establish, structure, and lead a unified Tier 1 helpdesk serving as the primary intake, triage, and
• Recruit, onboard, manage, and develop a small team of Helpdesk Officers.
• Provide day-to-day leadership, coaching, and performance support to ensure high-quality service
• Establish clear processes for response times, ticket ownership, escalation, and resolution.
• Manage support requests through ticketing platforms, ensuring issues are tracked and handled
• Identify recurring patterns and communicate insights to Engineering and Product teams.

🎯 Requirements

• Bachelor’s degree in a relevant discipline or equivalent experience.
• Experience managing a helpdesk or similar service function.
• Previous experience leading a small support team.
• Familiarity with helpdesk software like YouTrack, Zendesk, Freshdesk.
• Strong understanding of structured support operations (triage, prioritization, escalation
• Ability to collaborate across organizational boundaries and build productive relationships.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule of approximately 20 hours per week.
• Opportunity to lead and develop a dedicated helpdesk function across multiple regions.
• Meaningful opportunity to contribute to a mission-driven tech and support environment.
• International and multicultural collaboration with colleagues and partners.
• Opportunity to influence support processes and continuous improvement initiatives.