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, mentoring, and performance support to ensure high-quality
• Establish processes for response times, ticket ownership, prioritization, escalation, and
• Manage support requests through ticketing platforms, ensuring issues are tracked and handled
• Identify recurring issues and communicate insights to Engineering and Product teams.

🎯 Requirements

• Bachelor’s degree in a relevant discipline or equivalent experience with a commitment to continuous
• Experience managing a helpdesk, customer/technical support, or similar function.
• Experience leading a small support team.
• Familiarity with helpdesk/ticketing platforms such as YouTrack, Zendesk, Freshdesk, or similar.
• Strong understanding of structured support operations: triage, prioritization, escalation
• Ability to collaborate across organizational boundaries and build productive relationships with

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule of approximately 20 hours per week.
• Opportunity to lead a dedicated helpdesk serving users across multiple countries and regions.
• Meaningful opportunity to contribute to a mission-driven tech and support environment.
• International and multicultural collaboration with colleagues and partners.
• Influence on support processes, standards, and continuous improvement.