Become the Helpdesk Manager in a remote, global setting, 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 • Strong 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. #J-18808-Ljbffr

📌 Helpdesk Manager in Canada - Remote (Montreal)
🏢 Jobgether
📍 Montreal