Helpdesk Coordinator

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 doTeam 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.What we can offer youFull-time and remote position.Competitive compensation range $USD gross pending experience and skills.Level of freedom to determine the vision of projects and resources to achieve it.We dont 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.Were spread out across the US Europe and moreRequirements3 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 requiredStrong 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 havesExperience in a fast-paced or startup environment.Familiarity with remote support tools and managing distributed teams.Key SkillsComputer Hardware,Mac Os,Active Directory,VMware,ConnectWise,HP Service Manager,Microsoft Windows Server,Mobile Devices,Windows,Help Desk,Operating Systems,RemedyEmployment Type : RemoteExperience : yearsVacancy : 1#J-#J-*****-Ljbffr