Helpdesk Manager

📋 Description

• Establish, structure, and lead a unified Tier 1 helpdesk for global users.
• Recruit, onboard, manage a small team of Helpdesk Officers.
• Provide day-to-day leadership, coaching, and performance support.
• Define response times, ticket ownership, prioritization, escalation, and resolution.
• Manage requests via helpdesk/ticketing platforms; ensure accountability.
• Identify recurring issues and share insights with Engineering and Product.

🎯 Requirements

• Bachelor’s degree or equivalent with a commitment to continuous learning.
• Experience leading a helpdesk or similar support function.
• Experience supervising a small support team.
• Familiarity with helpdesk/ticketing platforms (YouTrack, Zendesk, Freshdesk, or similar).
• Strong understanding of structured support operations (triage, escalation, resolution
• Ability to collaborate across organizations and build partnerships.

🎁 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 mission-driven tech and support.
• International, multicultural collaboration with teams and partners.
• Opportunity to influence support processes and continuous improvement.