Become the Helpdesk Manager in a remote, global environment, leading a Tier 1 support team dedicated to enhancing user experience. Utilize your leadership skills to drive high-quality service delivery and operational efficiency.

As the Helpdesk Manager based in Canada, you will oversee a small group of Helpdesk Officers, setting standards for responsiveness and resolution. Your role combines people management with a focus on operational success, ensuring all support requests are addressed effectively. Collaborate with cross-functional teams to identify recurring issues and improve overall service processes.

Key Responsibilities:
• Establish and lead the Tier 1 helpdesk support function
• Recruit, develop, and mentor Helpdesk Officers
• Define response rates, ticket handling,



and prioritization processes
• Manage tickets using helpdesk platforms like Zendesk
• Communicate insights on support trends to stakeholder teams

Requirements:
• Bachelor's degree or equivalent experience
• Proven experience in helpdesk management
• Familiarity with ticketing systems like Freshdesk
• Solid communication and problem-solving skills
• Ability to handle remote, cross-cultural team dynamics

Lead user-focused support initiatives while cultivating a dedicated and empathetic helpdesk culture.
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📌 Helpdesk Manager in Canada - Remote (Quebec City)
🏢 Jobgether
📍 Quebec City