Helpdesk Manager

📋 Description

• Establish and lead a unified Tier 1 helpdesk for global users.
• Recruit, onboard, manage a small Helpdesk Officer team.
• Provide leadership, coaching, and performance support.
• Set response times, ownership, prioritization, escalation, resolution.
• Manage requests via helpdesk platforms; ensure accountability.
• Collaborate with Engineering/Product on feedback and issues.

🎯 Requirements

• Bachelor’s degree or equivalent experience with a commitment to learning.
• Experience leading a helpdesk or similar service function.
• Proven ability to lead small teams and coach staff.
• Familiarity with YouTrack, Zendesk, Freshdesk or similar systems.
• Strong ops understanding: triage, escalation, accountability.
• Remote, distributed, cross-cultural collaboration skills.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule ~20 hours/week.
• Opportunity to lead a global helpdesk across regions.
• Mission-driven tech and support environment.
• International/cultural collaboration with diverse teams.
• Influence on support processes and continuous improvement.