Helpdesk Manager - Remote

Overview

TripleTen is a service that empowers individuals, regardless of their prior experience, to embark on the exciting and challenging journey of mastering tech professions. Our mission is to ensure that every student has the opportunity to successfully master a new profession, find their purpose, and become a valuable member of the tech industry.

In Short

• Seeking a proactive and detail-oriented Helpdesk Manager to lead internal IT support.
• Oversee daily helpdesk operations and manage a team of IT Support Agents.
• Develop a comprehensive knowledge base for tools and troubleshooting procedures.
• Supervise and mentor IT Support Agents, setting performance expectations.
• Manage ticket prioritization and resolution using Jira.
• Monitor helpdesk metrics to identify trends and improve service quality.
• Create and maintain a centralized knowledge base with troubleshooting guides.
• Drive process improvements and ensure compliance with IT policies.
• Act as escalation point for complex issues.
• Full-time and remote position with competitive compensation.

Requirements

• 3+ years of experience in IT support or helpdesk roles.
• At least 1 year in a leadership capacity.
• Strong experience in creating and managing Jira projects.
• Technical knowledge of common workplace tools (e.g. Google Workspace).
• Excellent written communication skills for documentation.
• Strong organizational and problem-solving skills.

Benefits

• Competitive compensation range $2,500 - $3,000 USD gross pending experience.
• Freedom to determine project vision and resources.
• Hands-on experience in an ed-tech environment.
• Use of modern digital tools like Miro, Notion, Slack.
• Join a diverse and close-knit team across the US, Europe, and more!