Helpdesk Manager

📋 Description

• Establish, structure, and lead a unified Tier 1 helpdesk serving as the primary point of intake
• Recruit, onboard, manage, and develop a small team of Helpdesk Officers.
• Provide day-to-day leadership, coaching, mentoring, and performance support to ensure consistent
• Establish clear processes and expectations for response times, ticket ownership, prioritization
• Manage support requests through appropriate helpdesk and ticketing platforms, ensuring issues are
• Identify recurring support patterns, emerging issues, and bug trends and communicate relevant

🎯 Requirements

• Bachelor’s degree in a relevant discipline or equivalent professional experience, combined with a
• Demonstrated experience managing a helpdesk, customer support, technical support, or similar
• Previous experience leading, supervising, coaching, or developing a small support team.
• Familiarity with helpdesk and ticketing platforms such as YouTrack, Zendesk, Freshdesk, or similar
• Strong understanding of structured support operations, including ticket triage, prioritization
• Proven ability to collaborate across organizational boundaries and build productive relationships

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule of approximately 20 hours per week.
• Opportunity to lead and develop a dedicated helpdesk function serving users across multiple
• Meaningful opportunity to contribute to a mission-driven technology and support environment.
• International and multicultural collaboration with colleagues, engineering teams, product teams
• Opportunity to influence support processes, service standards, and continuous improvement