Helpdesk Manager

📋 Description

• Establish a unified Tier 1 helpdesk serving as primary intake, triage, and resolution.
• Recruit and develop a small team of Helpdesk Officers.
• Provide day-to-day leadership, coaching, and performance support.
• Set response times, ticket ownership, prioritization, escalation, and resolution.
• Manage support requests via helpdesk/ticketing platforms.
• Identify recurring issues and share insights with Engineering/Product.

🎯 Requirements

• Bachelor’s degree or equivalent experience with commitment to learning.
• Experience leading a helpdesk, customer/technical support, or similar function.
• Previous supervision/coach experience of a small team.
• Familiarity with YouTrack, Zendesk, Freshdesk, or similar systems.
• Strong understanding of ticket triage, prioritization, escalation, and accountability.
• Ability to collaborate across org boundaries and with partner teams.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule around 20 hours/week.
• Opportunity to lead a dedicated helpdesk across multiple regions.
• Meaningful contribution to a mission-driven tech and support environment.
• International and multicultural collaboration with teams and partners.
• Influence on support processes, standards, and improvements.