Helpdesk Manager

📋 Description

• Lead a unified Tier 1 helpdesk for global users.
• Recruit, onboard, manage a small team of Helpdesk Officers.
• Provide day-to-day leadership and improve service delivery.
• Define response times, ticket ownership, escalation, and resolution standards.
• Manage requests via ticketing platforms and ensure accountability.
• Collaborate with Engineering/Product to share feedback and insights.

🎯 Requirements

• Bachelor’s degree or equivalent experience; emphasis on continuous learning.
• Experience leading a helpdesk or similar support function.
• Proven ability to manage a small support team and coach staff.
• Familiarity with YouTrack, Zendesk, Freshdesk, or similar systems.
• Strong operational understanding of ticket triage, prioritization, escalation, and accountability.
• Excellent communication and cross-functional collaboration skills.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule of approximately 20 hours per week.
• Opportunity to lead a distributed, international support function.
• Meaningful contribution to mission-driven technology and support.
• International collaboration with colleagues and partners.
• Opportunity to influence support processes and continuous improvement.