Helpdesk Manager
Job Summary
To establish and lead a unified Tier 1 helpdesk, the part-time Helpdesk Manager will manage a small team, ensure timely support for Tool-level requests, and collaborate with various partner organizations in a global setting.
Key responsibilities
- Recruit, onboard, and provide oversight to Helpdesk Officers, ensuring high-quality support delivery
- Collaborate with Engineering and Product teams to relay support patterns and feature suggestions
- Coordinate with Tier 2 partners for efficient routing and handover of user support requests
Required qualifications
- Bachelor's degree in a relevant field or equivalent work experience
- Demonstrated experience managing a helpdesk or customer support function
- Familiarity with helpdesk and ticketing systems such as YouTrack or Zendesk
- Experience leading or supervising a small team
- Strong understanding of triaging and resolving support requests in a structured manner
Complete Job Description
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