Helpdesk Manager

Jobgether; Canada; Remote; CAD 34,000 - 55,000; Part time

Benefits offered by this job

Fully remote

Part-time (20 hours/week)

Global collaboration

Mission-driven work

Leadership development

Job summary

Jobgether on behalf of a partner organization is seeking a Helpdesk Manager based in Canada to establish and lead a unified Tier 1 support function for a global user base. You will recruit and develop a small team, set service standards, and partner with Engineering and Product to improve processes in a fully remote environment.

The role emphasizes leadership, accountability, and a customer-focused mindset, with opportunities to influence support frameworks and collaborate across distributed

Qualifications

• Bachelor’s degree in a relevant discipline or equivalent professional experience.
• Experience managing a helpdesk or similar service function.
• Experience leading a small support team.
• Familiarity with helpdesk platforms such as YouTrack, Zendesk, Freshdesk.
• Strong understanding of structured support operations: triage, prioritization, escalation, resolution.
• Proven ability to collaborate across organizational boundaries.
• Excellent written, verbal, and interpersonal communication.
• Ability to work in a fully remote, distributed international environment.
• Willingness to travel periodically.

Responsibilities

• Establish, structure, and lead a unified Tier 1 helpdesk serving as the primary intake, triage, and resolution point.
• Recruit, onboard, manage, and develop a small team of Helpdesk Officers.
• Provide day-to-day leadership, coaching, mentoring, and performance support.
• Establish processes for response times, ticket ownership, prioritization, escalation, and resolution.
• Manage requests through helpdesk platforms, ensuring accountability.
• Identify recurring issues and communicate insights to Engineering and Product.
• Collaborate with product and engineering stakeholders on feedback and improvements.
• Coordinate with Tier 2 and external partners for complex tickets.
• Contribute to service documentation, scopes of work, and partnerships.
• Participate in project status meetings and strategic initiatives.
• Build strong relationships across distributed teams and cultures.
• Promote a customer-focused support culture with empathy and ownership.
• Maintain flexibility to travel internationally at least once per year.

Skills

Helpdesk management

Team leadership

Stakeholder collaboration

Ticketing platforms

Structured support operations

Remote collaboration

Communication

Travel willingness

Education

Bachelor’s degree

Tools

YouTrack

Zendesk

Freshdesk

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Helpdesk Manager based in Canada.

As Helpdesk Manager, you’ll establish and lead a unified Tier 1 support function serving a global community of users. You’ll manage a small team of Helpdesk Officers, setting clear standards for service quality, responsiveness, triage, and resolution. The role combines people leadership with operational ownership, ensuring support requests are handled consistently and efficiently. You’ll work closely with engineering, product, and external partner teams to identify recurring issues, improve processes, and strengthen the overall user experience. You’ll also help shape support frameworks and collaboration models across a distributed, international organization. This is a purpose-driven, remote environment where empathy, accountability, organization, and problem-solving are highly valued. The role offers an opportunity to make a meaningful impact through technology and high-quality support.

Accountabilities

• Establish, structure, and lead a unified Tier 1 helpdesk serving as the primary point of intake, triage, and resolution for user support requests.
• Recruit, onboard, manage, and develop a small team of Helpdesk Officers.
• Provide day-to-day leadership, coaching, mentoring, and performance support to ensure consistent and high-quality service delivery.
• Establish clear processes and expectations for response times, ticket ownership, prioritization, escalation, and resolution.
• Manage support requests through appropriate helpdesk and ticketing platforms, ensuring issues are tracked and handled in an accountable manner.
• Identify recurring support patterns, emerging issues, and bug trends and communicate relevant insights to Engineering and Product teams.
• Collaborate with product and engineering stakeholders to contribute user feedback, feature suggestions, and support insights to product planning and development processes.
• Coordinate with Tier 2 teams and external partner organizations to ensure effective routing, escalation, and handover of complex support requests.
• Contribute to the development of service documentation, scopes of work, partnership agreements, and support frameworks.
• Participate in project status meetings, planning sessions, partnership discussions, and strategic initiatives.
• Build strong working relationships across distributed, inter-organizational, and cross-cultural teams.
• Promote a customer-focused support culture centered on empathy, clarity, ownership, and continuous improvement.
• Maintain flexibility to travel internationally, including at least once per year to meet with wider teams and partners.

Requirements

• Bachelor’s degree in a relevant discipline or equivalent professional experience, combined with a strong commitment to continuous learning.
• Demonstrated experience managing a helpdesk, customer support, technical support, or similar service function.
• Previous experience leading, supervising, coaching, or developing a small support team.
• Familiarity with helpdesk and ticketing platforms such as YouTrack, Zendesk, Freshdesk, or similar systems.
• Strong understanding of structured support operations, including ticket triage, prioritization, escalation, resolution, and service accountability.
• Proven ability to collaborate across organizational boundaries and build productive relationships with internal and external partner teams.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational and problem-solving abilities, with the capacity to bring structure and clarity to complex support situations.
• Ability to work effectively in a fully remote, distributed, international, and cross-cultural environment.
• Strong attention to detail, ownership, and accountability when managing user issues and team responsibilities.
• Adaptable and calm under pressure, with the ability to manage changing priorities and ambiguity.
• A service-oriented mindset and genuine motivation to understand and respond to the needs of a global user community.
• Familiarity with Bible translation technology or related nonprofit, language, or publishing ecosystems is an advantage but not required.
• Willingness and ability to travel periodically to meet with colleagues and partner organizations.

Benefits

• Fully remote, global working environment.
• Part-time schedule of approximately 20 hours per week.
• Opportunity to lead and develop a dedicated helpdesk function serving users across multiple countries and regions.
• Meaningful opportunity to contribute to a mission-driven technology and support environment.
• International and multicultural collaboration with colleagues, engineering teams, product teams, and partner organizations.
• Opportunity to influence support processes, service standards, and continuous improvement initiatives.
• Professional growth through leadership, cross-functional collaboration, and exposure to global operations.
• Purpose-driven work supporting technology that helps language communities access resources and participate more fully in education, communication, and other opportunities.
• Regular interaction with diverse teams and stakeholders across a distributed global organization.