Helpdesk Manager

📋 Description

• Lead a unified Tier 1 helpdesk for global users.
• Recruit, onboard, and develop a small Helpdesk Officer team.
• Provide day-to-day leadership, coaching, and performance support.
• Define response times, ticket ownership, prioritization, escalation, and resolution.
• Manage requests via helpdesk and ticketing platforms with accountability.
• Collaborate with Engineering and Product to feed insights and improvements.

🎯 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 YouTrack, Zendesk, Freshdesk or similar systems.
• Strong organization and problem-solving skills; clear communication.
• Ability to work in a fully remote, distributed, international environment.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule (~20 hours/week).
• Lead a dedicated helpdesk across multiple countries and regions.
• Opportunity to contribute to mission-driven tech and support.
• International collaboration with engineers, product teams, and partners.
• Influence support processes and continuous improvement initiatives.