Helpdesk Manager

📋 Description

• Establish, structure, and lead a unified Tier 1 helpdesk for user support requests.
• Recruit, onboard, manage, and develop a small Helpdesk Officers team.
• Provide leadership, coaching, and performance support to ensure quality service.
• Set expectations for response times, ticket ownership, prioritization, escalation, and resolution.
• Manage requests via helpdesk/ticketing platforms with accountability.
• Identify recurring issues and share insights with Engineering and Product teams.

🎯 Requirements

• Bachelor’s degree or equivalent experience with commitment to learning.
• Experience managing a helpdesk, customer or technical support function.
• Experience leading a small support team.
• Familiarity with helpdesk/ticketing platforms (YouTrack, Zendesk, Freshdesk, or similar).
• Strong understanding of structured support operations and accountability.
• Ability to collaborate across organizational boundaries.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule (~20 hours/week).
• Opportunity to lead a dedicated helpdesk serving users across countries/regions.
• Chance to contribute to mission-driven technology and support.
• International collaboration with colleagues, engineering, product, and partners.
• Influence on support processes and continuous improvement.