Helpdesk Manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7d9qju

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Helpdesk Manager based in Italy.

As Helpdesk Manager, you’ll establish and lead a unified Tier 1 support function serving a global community of users. You’ll manage a small team of Helpdesk Officers, setting clear standards for service quality, responsiveness, triage, and resolution. The role combines people leadership with operational ownership, ensuring support requests are handled consistently and efficiently. You’ll work closely with engineering, product, and external partner teams to identify recurring issues, improve processes, and strengthen the overall user experience. You’ll also help shape support frameworks and collaboration models across a distributed, international organization. This is a purpose-driven, remote environment where empathy, accountability, organization, and problem-solving are highly valued. The role offers an opportunity to make a meaningful impact through technology and high-quality support.

Accountabilities
- Establish,



structure, and lead a unified Tier 1 helpdesk serving as the primary point of intake, triage, and resolution for user support requests.
- Recruit, onboard, manage, and develop a small team of Helpdesk Officers.
- Provide day-to-day leadership, coaching, mentoring, and performance support to ensure consistent and high-quality service delivery.
- Establish clear processes and expectations for response times, ticket ownership, prioritization, escalation, and resolution.
- Manage support requests through appropriate helpdesk and ticketing platforms, ensuring issues are tracked and handled in an accountable manner.
- Identify recurring support patterns, emerging issues, and bug trends and communicate relevant insights to Engineering and Product teams.
- Collaborate with product and engineering stakeholders to contribute user feedback, feature suggestions, and support insights to product planning

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7d9qju