Helpdesk Manager

📋 Description

• Establish and lead a unified Tier 1 helpdesk for global users
• Recruit, onboard, and manage a small Helpdesk Officer team
• Provide day-to-day leadership, coaching, and performance support
• Set response times, ticket ownership, prioritization, escalation, and resolution standards
• Manage tickets via helpdesk platforms ensuring accountability
• Collaborate with Engineering/Product to relay feedback and support insights

🎯 Requirements

• Bachelor’s degree or equivalent experience
• Experience leading a helpdesk or customer/technical support function
• Proven ability to coach and develop a small team
• Familiar with YouTrack, Zendesk, Freshdesk or similar systems
• Strong collaboration across internal/external teams
• Excellent communication and organizational skills

🎁 Benefits

• Fully remote, global working environment
• Part-time schedule ~20 hours/week
• Opportunity to lead a global helpdesk across countries/regions
• Mission-driven technology and support environment
• International collaboration with engineering, product, and partners
• Influence on support processes and continuous improvement