Helpdesk Manager

📋 Description

• Establish and lead a global Tier 1 helpdesk for intake, triage, and resolution.
• Recruit, onboard, and develop a small Helpdesk Officer team.
• Set standards for response times, ticket ownership, escalation, and resolution.
• Manage tickets using helpdesk platforms; ensure accountable handling.
• Collaborate with engineering/product to share insights and improvements.
• Travel internationally to meet with teams and partners.

🎯 Requirements

• Bachelor's degree or equivalent with commitment to learning.
• Experience leading a helpdesk or similar function.
• Experience supervising a small support team.
• Familiarity with YouTrack, Zendesk, Freshdesk or similar systems.
• Strong cross-organizational collaboration and communication.
• Ability to work effectively in a fully remote, distributed environment.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule ~20 hours per week.
• Opportunity to lead a dedicated helpdesk across countries.
• Meaningful contribution to mission-driven tech and support.
• International collaboration with engineering, product, and partners.
• Influence on support processes and standards.