Helpdesk coordinator

• Team Management & Leadership: Supervise and mentor IT Support Agents, set performance expectations, and coordinate shifts for consistent coverage.
• Helpdesk Operations: Manage helpdesk operations, including ticket prioritization, escalation, and timely resolution using Jira.
• Knowledge Base & Documentation: Monitor helpdesk metrics to identify trends and improve service quality.
• User Support & Troubleshooting: Create and maintain a centralized knowledge base with troubleshooting guides and FAQs.
• Act as escalation point for complex issues and collaborate on long-term user support solutions.
• Process Improvement & Compliance: Drive process improvements, ensure compliance with IT policies, and assist with audits and asset tracking.

Do you have experience in Slack?, Do you have a Master's degree?, We are seeking a proactive and detail-oriented Helpdesk Manager to lead our internal IT support function. This role is responsible for overseeing daily helpdesk operations, managing a team of IT Support Agents, and developing a comprehensive knowledge base covering tools, processes, and troubleshooting procedures. The ideal candidate will bring structure, consistency, and clarity to the helpdesk experience while continuously improving support workflows. Requirements:

• 3+ years of experience in IT support or helpdesk roles, with at least 1 year in a leadership capacity.
• Strong experience in creating, managing and developing Jira projects is required
• Strong technical knowledge of common workplace tools and systems (e.g. Google Workspace, VPNs, etc.).
• Excellent written communication skills for documentation and knowledge base creation.
• Strong organizational and problem-solving skills.

Nice to haves:

• Experience in a fast-paced or startup environment.
• Familiarity with remote support tools and managing distributed teams.

• Full-time and remote position.
• Competitive compensation range $2,500 - $3,000 USD gross pending experience and skills.
• Level of freedom to determine the vision of projects and resources to achieve it. We don't believe in micromanaging.
• Get hands-on experience in an ed-tech environment (learning tools and the ins and outs of online education for adults).
• Digital office. To keep our teamwork smooth, we use modern digital tools like Miro, Notion, Slack, etc.
• Join our diverse and close-knit team. We're spread out across the US, Europe, and more!

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