Helpdesk Manager

📋 Description

• Lead Tier 1 helpdesk for user support requests.
• Recruit and manage a small Helpdesk Officers team.
• Set standards for response times, triage, escalation, and resolution.
• Oversee ticketing platforms; ensure accountability.
• Collaborate with Engineering/Product on feedback and issues.
• Coordinate with Tier 2 and external partners for complex requests.

🎯 Requirements

• Bachelor’s degree or equivalent with a commitment to learning.
• Experience leading a helpdesk or customer/support function.
• Experience coaching a small support team.
• Familiarity with YouTrack, Zendesk, Freshdesk, or similar.
• Strong structured support operations knowledge: triage, escalation, accountability.
• Ability to collaborate across teams and build partnerships.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule (~20 hours/week).
• Lead a dedicated helpdesk across multiple countries.
• Opportunities for mission-driven tech and support impact.
• International collaboration with diverse teams.
• Influence support processes and continuous improvement.