Helpdesk Manager

📋 Description

• Establish, structure, and lead a unified Tier 1 helpdesk for global users.
• Recruit, onboard, and manage a small Helpdesk Officers team.
• Lead day-to-day operations, coaching, and performance support.
• Set response times, ticket ownership, prioritization, escalation, and resolution standards.
• Manage tickets via helpdesk platforms; ensure accountability and tracking.
• Identify recurring issues and communicate insights to Engineering/Product.

🎯 Requirements

• Bachelor’s degree or equivalent experience with a commitment to learning.
• Experience leading a helpdesk or similar support function.
• Proven track record in supervising a small support team.
• Familiarity with YouTrack, Zendesk, Freshdesk, or similar ticketing platforms.
• Strong understanding of ticket triage, prioritization, escalation, and service accountability.
• Ability to collaborate across organizational boundaries and with partners.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule (~20 hours/week).
• Opportunity to lead a dedicated helpdesk across multiple regions.
• Meaningful work in a mission-driven tech/support setting.
• International, multicultural collaboration with multiple teams.
• Influence on support processes, standards, and improvement initiatives.