Helpdesk Manager

Triwill Group; United States; Remote; USD 75,000 - 95,000; Full time

Job summary

Triwill Group is seeking a Helpdesk Manager based in the United States to lead a unified Tier 1 support function for a global user base. The role involves managing a small team of Helpdesk Officers and ensuring service standards, responsiveness, triage, and resolution are consistently met.

You will work with engineering, product, and external partner teams to identify recurring issues, improve processes, and strengthen the overall user experience.

Responsibilities

• Lead a unified Tier 1 support function for a global user base.
• Manage a small team of Helpdesk Officers with clear service standards.
• Collaborate with engineering, product, and external partner teams to identify recurring issues and improve processes.
• Shape support frameworks and collaboration models across a distributed, international organization.

Job description

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 United States.

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.