Step into a vital leadership role as a Helpdesk Manager, guiding a global Tier 1 support team. Ensure exceptional service delivery in a fully remote setting while enhancing user satisfaction.

This remote Helpdesk Manager position in Canada focuses on managing a dedicated team of Helpdesk Officers. You will establish processes for efficient ticket resolution and responsiveness. The role requires direct collaboration with engineering and product teams to refine support frameworks and address users' needs effectively.

Key Responsibilities:
• Structure and lead the Tier 1 helpdesk support function
• Recruit, train, and support Helpdesk Officers in service delivery
• Set clear expectations for ticket management and resolution




• Identify patterns in support requests for process improvement
• Collaborate with Tier 2 teams for complex issues

Requirements:
• Relevant Bachelor's degree or equivalent experience
• Experience in managing or leading helpdesk functions
• Knowledge of helpdesk platforms like YouTrack
• Robust organizational skills and attention to detail
• Comfortable in a remote cross-cultural work setting

Drive improvements in customer support while fostering an empathetic service culture on a global scale.
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📌 Tier 1 Helpdesk Management - Remote Role (Quebec City)
🏢 Jobgether
📍 Quebec City