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, and performance support for quality service delivery.
• Set clear processes for response times, ticket ownership, prioritization, escalation, and
• Manage requests through helpdesk and ticketing platforms, ensuring accountable handling.
• Collaborate with Engineering/Product to share insights on recurring issues and bug trends.

🎯 Requirements

• Bachelor’s degree or equivalent experience with a commitment to continuous learning.
• Experience leading a helpdesk, customer/support, or similar function.
• Prior experience supervising a small support team.
• Familiarity with YouTrack, Zendesk, Freshdesk, or similar ticketing systems.
• Strong knowledge of structured support operations: triage, prioritization, escalation, and
• Excellent communication and cross-functional collaboration skills.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule approx. 20 hours per week.
• Opportunity to lead a cross-country, cross-cultural helpdesk function.
• Mission-driven technology and support environment.
• International collaboration with diverse teams and partners.
• Opportunities to influence support processes and drive continuous improvement.