Remote Helpdesk Manager for Global Users

Lead a dedicated helpdesk team as a Helpdesk Manager in a remote capacity. Be a pivotal part of improving support quality for users around the globe while managing your team's effectiveness.

As the Helpdesk Manager based in Canada, you will be responsible for establishing standards and leading a unified Tier 1 support function.

Your role includes mentoring Helpdesk Officers and ensuring user requests are handled consistently. Engage with product and engineering teams to utilize user feedback in enhancing technology and service processes.

Key Responsibilities:

• Develop and lead a unified Tier 1 helpdesk

• Recruit and manage Helpdesk Officers for high-impact support

• Define ticket handling processes for efficiency and accountability

• Identify and report recurring user support trends

• Foster collaboration with stakeholders for support insights

Requirements:

• Bachelor's degree in a related field or equivalent experience

• Strong background in helpdesk or customer support management

• Familiarity with systems like Zendesk or Freshdesk

• Excellent interpersonal communication skills

• Proven ability to work effectively in remote, diverse teams

Enhance the user support experience through your leadership and clarity in managing team responsibilities.
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