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.
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.
What you will do:
- 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.
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.
What we can offer you:
- 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!
