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 clear processes for response times, ticket ownership, prioritization, escalation, and
• Manage support requests through helpdesk and ticketing platforms, ensuring issues are tracked and
• Identify recurring issues and communicate insights to Engineering and Product teams.

🎯 Requirements

• Bachelor’s degree or equivalent experience with a commitment to continuous learning.
• Experience managing a helpdesk, customer/technical support, or similar function.
• Previous experience leading a small support team.
• Familiarity with helpdesk/ticketing platforms such as YouTrack, Zendesk, Freshdesk, or similar.
• Strong understanding of structured support operations: triage, prioritization, escalation
• Ability to collaborate across organizations and build productive relationships with partner teams.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule of approximately 20 hours per week.
• Opportunity to lead a dedicated helpdesk across multiple countries and regions.
• Meaningful contribution to a mission-driven technology and support environment.
• International and multicultural collaboration with colleagues, engineering, product, and partner
• Opportunity to influence support processes and continuous improvement initiatives.