Helpdesk Manager
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Job Description
Helpdesk Manager leading Paratext's Tier 1 support for SIL, a global language and Bible translation nonprofit. Managing Helpdesk Officers, triaging requests, and coordinating with Engineering and Tier 2 partners.
Responsibilities:
- Establish and lead a unified Tier 1 helpdesk for Paratext across PT9, PT10, and the Paratext Registry
- Provide a single point of intake, triage, and resolution for Tool-level support requests
- Recruit, onboard, and manage a team of Helpdesk Officers
- Provide coaching, mentorship, and day-to-day oversight to ensure consistent, high-quality support delivery
- Foster a team culture aligned with Paratext's mission and values
- Collaborate with Engineering and Product teams to feed support patterns, bug trends, and feature suggestions into development and product grooming processes
- Coordinate with SIL LangTech, UBS BMT, and other Tier 2 partners on routing and handover of user support requests
- Contribute to Scope of Work documentation and MoU frameworks with Tier 2 partners
- Participate in regular project status, planning, partnership, and strategic meetings
- Serve a worldwide user base of Bible translators and publication specialists
Requirements:
- Bachelor's degree in a relevant field or equivalent work experience
- Demonstrated experience managing a helpdesk, customer support, or technical support function
- Familiarity with helpdesk and ticketing systems such as YouTrack, Zendesk, Freshdesk, or similar
- Strong understanding of triaging, prioritising, and resolving support requests in a structured and accountable way
- Experience leading or supervising a small team
- Ability to work cross-organisationally and build collaborative relationships with partner teams
- Strong interpersonal, written, and verbal communication skills
- Comfortable working remotely within a distributed, inter-organisational, and cross-cultural team
- Familiarity with Bible translation tools or the broader SIL/UBS ecosystem is an advantage but not required
- Servant heart attitude motivated by mission and the needs of the user community
- Natural organiser and problem-solver
- Detail-oriented and thorough, with ownership and accountability
- Adaptable and calm under pressure, comfortable navigating ambiguity and changing priorities
Benefits:
- Paid - Regular position
- Part-time schedule of 20 hours per week
- Opportunity to work remotely within a distributed, inter-organisational and cross-cultural team
- Available to travel to meet with the wider team and partners at least once per year
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