Helpdesk Manager

📋 Description

• Establish and lead a unified Tier 1 helpdesk as primary intake, triage, resolution.
• Recruit, onboard, manage, and develop a small team of Helpdesk Officers.
• Provide day-to-day leadership, coaching, and performance support for high-quality service.
• Define response times, ticket ownership, escalation, and resolution standards.
• Manage tickets across platforms with accountability; collaborate with Engineering/Product for
• Coordinate with Tier 2 and external partners for complex requests.

🎯 Requirements

• Bachelor’s degree or equivalent professional experience.
• Experience leading a helpdesk or customer/technical support function.
• Familiarity with ticketing platforms such as YouTrack, Zendesk, Freshdesk.
• Strong collaboration across teams and excellent communication skills.
• Ability to work in a fully remote, distributed global environment.
• Willingness to travel periodically to meet with colleagues and partners.

🎁 Benefits

• Fully remote, global working environment.
• Part-time schedule (~20 hours per week).
• Opportunity to lead a dedicated helpdesk serving multiple countries and regions.
• Meaningful contribution to a mission-driven technology and support environment.
• International and multicultural collaboration with teams and partners.
• Opportunity to influence support processes and drive continuous improvement.