Helpdesk Manager

📋 Description

• Establish, structure, and lead a unified Tier 1 helpdesk for user support requests.
• Recruit, onboard, and manage a small team of Helpdesk Officers.
• Provide day-to-day leadership, coaching, and performance support.
• Set response times, ticket ownership, prioritization, escalation, and resolution norms.
• Manage requests via helpdesk/ticketing platforms; ensure accountability.
• Collaborate with Engineering and Product on feedback, features, and support insights.

🎯 Requirements

• Bachelor’s degree or equivalent experience with a commitment to learning.
• Proven experience leading a helpdesk or similar service function.
• Experience guiding small support teams and coaching staff.
• Familiarity with YouTrack, Zendesk, Freshdesk, or similar ticketing systems.
• Strong knowledge of structured support operations and service accountability.
• Ability to collaborate across organizational boundaries and external partners.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule around 20 hours/week.
• Opportunity to lead a dedicated helpdesk across multiple countries/regions.
• Meaningful impact in mission-driven tech/support.
• International, multicultural collaboration with engineers, product, and partners.
• Influence on support processes and continuous improvement.