Helpdesk Manager

📋 Description

• Establish and lead a unified Tier 1 helpdesk for intake, triage, and resolution.
• Recruit and develop a small team of Helpdesk Officers.
• Set clear standards for response times, ticket ownership, prioritization, escalation, and
• Manage tickets using helpdesk platforms with traceable accountability.
• Collaborate with Engineering and Product to share insights and feedback.
• Travel internationally at least once per year.

🎯 Requirements

• Bachelor’s degree or equivalent experience.
• Experience managing a helpdesk or similar function.
• Experience leading a small support team.
• Familiarity with YouTrack, Zendesk, Freshdesk, or similar systems.
• Strong ability to collaborate across organizational boundaries.
• Excellent written, verbal, and interpersonal communication skills.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule of approximately 20 hours per week.
• Opportunity to lead and develop a dedicated helpdesk across multiple countries.
• International and multicultural collaboration with colleagues, engineering teams, product teams
• Opportunity to influence support processes, service standards, and continuous improvement
• Professional growth through leadership, cross-functional collaboration, and exposure to global