Global Helpdesk Lead - Remote Part-Time

Jobgether; España; Presencial; EUR 20.000 - 36.000; A tiempo parcial

Ventajas ofrecidas por este puesto de trabajo

Fully remote presence

Part-time ~20 hours/week

Global collaboration

Mission-driven work

Leadership development

Cross-functional exposure

Descripción de la vacante

Jobgether is seeking a Helpdesk Manager based in Spain to lead a unified Tier 1 helpdesk for a global user community. The role is fully remote, part-time (about 20 hours weekly), and emphasizes empathy, accountability, and scalable support.

You will recruit and mentor a small team, set clear delivery standards, and work with Engineering, Product, and partner teams to improve processes and user experience. This is a mission-driven tech environment.

Formación

• Bachelor’s degree in a relevant discipline or equivalent professional experience.
• Demonstrated experience managing a helpdesk or similar service function.
• Experience leading a small support team.
• Familiarity with helpdesk/ticketing platforms (YouTrack, Zendesk, Freshdesk).
• Strong understanding of structured support operations and accountability.

Responsabilidades

• Establish and lead a unified Tier 1 helpdesk for global users.
• Recruit onboard and develop a small team of Helpdesk Officers.
• Provide day-to-day leadership and coaching for high-quality service.
• Define processes for response times, ownership, escalation, and resolution.
• Coordinate with Tier 2 and external partners for complex issues.
• Contribute to service documentation and support frameworks.
• Participate in status meetings and strategic initiatives.

Conocimientos

People leadership

Team management

Communication

Operations

Remote work

Travel

Stakeholder collaboration

Problem-solving

Organizational skills

Educación

Bachelor’s degree

Equivalent professional experience

Herramientas

YouTrack

Zendesk

Freshdesk

Descripción del empleo

Jobgether is seeking a Helpdesk Manager based in Spain to lead a unified Tier 1 helpdesk for a global user community. The role is fully remote, part-time (about 20 hours weekly), and emphasizes empathy, accountability, and scalable support.

You will recruit and mentor a small team, set clear delivery standards, and work with Engineering, Product, and partner teams to improve processes and user experience. This is a mission-driven tech environment.