Helpdesk Manager

📋 Description

• Lead a unified Tier 1 helpdesk for global users.
• Recruit and develop a small Helpdesk Officers team.
• Set standards for response times, ticket ownership, escalation, and resolution.
• Manage requests using helpdesk platforms and ensure accountability.
• Collaborate with Engineering and Product to share insights.
• Coordinate with Tier 2 and external partners for complex issues.

🎯 Requirements

• Bachelor’s degree or equivalent experience with a learning mindset.
• Experience managing a helpdesk or similar support function.
• Leadership experience of a small team.
• Familiarity with YouTrack, Zendesk, Freshdesk, or similar.
• Strong process, triage, escalation, and service accountability.
• Proven cross-functional collaboration across teams.

🎁 Benefits

• Fully remote, global working environment.
• Part-time vs. full-time note: role primarily remote with travel.
• Opportunity to lead a global helpdesk across countries.
• Mission-driven technology and support environment.
• International collaboration with diverse teams.
• Influence on support processes and standards.