Helpdesk Manager

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

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 Spain. 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.