Helpdesk Manager

📋 Description

• Establish, structure, and lead a unified Tier 1 helpdesk for user support requests.
• Recruit, onboard, manage, and develop a small team of Helpdesk Officers.
• Provide day-to-day leadership, coaching, and performance support.
• Set clear processes for response times, ticket ownership, escalation, and resolution.
• Manage support requests via ticketing platforms, ensuring accountability.
• Collaborate with Engineering and Product on feedback and issues.

🎯 Requirements

• Bachelor’s degree or equivalent experience with commitment to learning.
• Experience leading a helpdesk, customer or technical support team.
• Experience managing a small team of support staff.
• Familiarity with ticketing platforms (YouTrack, Zendesk, Freshdesk, etc.).
• Strong communication, organization, and cross-functional collaboration skills.
• Ability to work in a fully remote, distributed, international environment.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule ~20 hours per week.
• Opportunity to lead a global helpdesk across countries and regions.
• Meaningful mission-driven tech and support environment.
• International collaboration with engineering, product, and partners.
• Professional growth through leadership and cross-functional work.