Helpdesk Manager

📋 Description

• Establish, structure, and lead a unified Tier 1 helpdesk serving as the primary point of intake
• Recruit, onboard, manage, and develop a small team of Helpdesk Officers.
• Provide day-to-day leadership, coaching, mentoring, and performance support to ensure high-quality
• Establish processes for response times, ticket ownership, prioritization, escalation, and
• Manage support requests via ticketing platforms; ensure issues are tracked and handled responsibly.
• Identify recurring issues and communicate insights to Engineering and Product teams.

🎯 Requirements

• Bachelor’s degree or equivalent professional experience with commitment to continuous learning.
• Demonstrated experience managing a helpdesk or similar service function.
• Experience leading a small support team.
• Familiarity with YouTrack, Zendesk, Freshdesk, or similar ticketing systems.
• Strong understanding of structured support operations: triage, prioritization, escalation
• Ability to collaborate across organizational boundaries and with internal/external partners.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule of approx. 20 hours per week.
• Opportunity to lead and develop a dedicated helpdesk across multiple countries/regions.
• Meaningful contribution to a mission-driven tech and support environment.
• International and multicultural collaboration with colleagues, engineers, and partners.
• Opportunity to influence support processes and continuous improvement initiatives.