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

🎯 Requirements

• Bachelor’s degree or equivalent experience with a commitment to continuous learning.
• Experience managing a helpdesk or similar support function.
• Experience leading a small support team.
• Familiarity with helpdesk/ticketing platforms (YouTrack, Zendesk, Freshdesk, or similar).
• Understanding of structured support operations: triage, prioritization, escalation, resolution
• Ability to collaborate across organizational boundaries with internal/external teams.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule of approximately 20 hours per week.
• Opportunity to lead a dedicated helpdesk across multiple countries/regions.
• Meaningful contribution to a mission-driven technology and support environment.
• International collaboration with colleagues, engineering, product, and partners.
• Influence on support processes, standards, and continuous improvement.