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 for quality service.
• Set clear response times, ticket ownership, prioritization, escalation, and resolution.
• Manage requests via helpdesk and ticketing platforms with accountable tracking.
• Identify recurring issues and communicate insights to Engineering/Product teams.

🎯 Requirements

• Bachelor’s degree or equivalent experience with commitment to continuous learning.
• Experience managing a helpdesk or similar support function.
• Experience leading a small support team.
• Familiarity with YouTrack, Zendesk, Freshdesk, or similar systems.
• Strong understanding of structured support operations and accountability.
• Ability to collaborate across org boundaries with internal/partner teams.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule ~20 hours/week.
• Opportunity to lead a dedicated helpdesk across multiple countries/regions.
• Meaningful contribution to a mission-driven tech/support environment.
• International and multicultural collaboration with colleagues, engineering, product, and partners.
• Opportunity to influence support processes and continuous improvement.