Helpdesk Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and oversee a consolidated Tier 1 helpdesk for Paratext encompassing PT9, PT10, and the Paratext Registry.

• Serve as a singular point of entry, triage, and resolution for Tool-level support inquiries.

• Recruit, onboard, and supervise a team of Helpdesk Officers.

• Provide coaching, mentorship, and daily guidance to ensure the delivery of consistent, high-quality support.

• Cultivate a team culture that aligns with Paratext's mission and values.

• Collaborate with Engineering and Product teams to relay support patterns, bug trends, and feature recommendations into the development and product grooming workflows.

• Coordinate with SIL LangTech, UBS BMT, and other Tier 2 partners regarding the routing and handover of user support requests.

• Contribute to the Scope of Work documentation and MoU frameworks with Tier 2 collaborators.

• Engage in regular project status, planning, partnership, and strategic meetings.

• Serve a global user base of Bible translators and publication specialists.

⛳️ Requirements

• A Bachelor's degree in a relevant field or equivalent professional experience.

• Proven experience in managing a helpdesk, customer support, or technical support operations.

• Familiarity with helpdesk and ticketing systems such as YouTrack, Zendesk, Freshdesk, or similar platforms.

• Strong understanding of triaging, prioritizing, and resolving support requests in a systematic and accountable manner.

• Experience in leading or supervising a small team.

• Ability to collaborate across organizations and build effective relationships with partner teams.

• Excellent interpersonal, written, and verbal communication skills.

• Comfortable working remotely within a distributed, inter-organizational, and cross-cultural team environment.

• Familiarity with Bible translation tools or the broader SIL/UBS ecosystem is advantageous but not mandatory.

• A servant-hearted attitude driven by mission and the needs of the user community.

• A natural organizer and problem-solver.

• Detail-oriented and thorough, with a strong sense of ownership and accountability.

• Adaptable and calm under pressure, capable of navigating ambiguity and shifting priorities.

🏝️ Benefits

• Paid - Regular position.

• Part-time schedule of 20 hours per week.

• Opportunity to work remotely within a distributed, inter-organizational, and cross-cultural team.

• Availability to travel to connect with the wider team and partners at least once a year.