Helpdesk coordinator

TripleTen; Ciudad de México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A progressive education company is seeking a proactive Helpdesk Manager to oversee internal IT support. The role involves managing a team, improving helpdesk operations, and developing a comprehensive knowledge base. Ideal candidates will have 3+ years in IT support, with strong experience in Jira and excellent communication skills. This is a full-time remote position with competitive compensation ranging from $2500 to $3000 USD, depending on experience.

Servicios

Competitive compensation

Remote position

Hands-on experience in ed-tech

Access to modern digital tools

Formación

• 3 years of experience in IT support or helpdesk roles.
• At least 1 year in a leadership capacity.
• Strong experience with Jira project management.
• Excellent written communication skills.
• Strong organizational and problem-solving skills.

Responsabilidades

• Supervise and mentor IT Support Agents.
• Manage helpdesk operations and ticket prioritization.
• Monitor helpdesk metrics for service quality improvements.
• Create and maintain a knowledge base.
• Drive process improvements and ensure compliance.

Conocimientos

Team Management

Helpdesk Operations

Knowledge Base Management

Technical Support

Process Improvement

Herramientas

Jira

Google Workspace

VPNs

Active Directory

Windows

Descripción del empleo

TripleTen is a service that empowers individuals regardless of their prior experience to embark on the exciting and challenging journey of mastering tech professions. Our mission is to ensure that every student has the opportunity to successfully master a new profession find their purpose and become a valuable member of the tech industry.

We are seeking a proactive and detail-oriented Helpdesk Manager to lead our internal IT support function. This role is responsible for overseeing daily helpdesk operations managing a team of IT Support Agents and developing a comprehensive knowledge base covering tools processes and troubleshooting procedures. The ideal candidate will bring structure consistency and clarity to the helpdesk experience while continuously improving support workflows.

What you will do

• Team Management & Leadership : Supervise and mentor IT Support Agents set performance expectations and coordinate shifts for consistent coverage.
• Helpdesk Operations : Manage helpdesk operations including ticket prioritization escalation and timely resolution using Jira.
• Knowledge Base & Documentation : Monitor helpdesk metrics to identify trends and improve service quality.
• User Support & Troubleshooting : Create and maintain a centralized knowledge base with troubleshooting guides and FAQs.
• Act as escalation point for complex issues and collaborate on long-term user support solutions.
• Process Improvement & Compliance : Drive process improvements ensure compliance with IT policies and assist with audits and asset tracking.

What we can offer you

• Full-time and remote position.
• Competitive compensation range $2500 - $3000 USD gross pending experience and skills.
• Level of freedom to determine the vision of projects and resources to achieve it. We dont believe in micromanaging.
• Get hands-on experience in an ed-tech environment (learning tools and the ins and outs of online education for adults).
• Digital office. To keep our teamwork smooth we use modern digital tools like Miro Notion Slack etc.
• Join our diverse and close-knit team. Were spread out across the US Europe and more!

Requirements

• 3 years of experience in IT support or helpdesk roles with at least 1 year in a leadership capacity.
• Strong experience in creating managing and developing Jira projects is required
• Strong technical knowledge of common workplace tools and systems (e.g. Google Workspace VPNs etc.).
• Excellent written communication skills for documentation and knowledge base creation.
• Strong organizational and problem-solving skills.

Nice to haves

• Experience in a fast-paced or startup environment.
• Familiarity with remote support tools and managing distributed teams.

Key Skills

Computer Hardware,Mac Os,Active Directory,VMware,ConnectWise,HP Service Manager,Microsoft Windows Server,Mobile Devices,Windows,Help Desk,Operating Systems,Remedy

Employment Type: Remote

Experience: years

Vacancy: 1