Helpdesk Manager

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 Canada.

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.

• 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.

• 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 You Track, 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…