Helpdesk Manager

Job Title

Helpdesk Manager

Location

Global

Position Type

Paid - Regular

Job Description

The Helpdesk Manager is responsible for establishing and leading a unified, Tier 1 helpdesk for Paratext, providing a single point of intake, triage, and resolution for Tool-level support requests across PT9, PT10, and the Paratext Registry. Working within the Operations team and in close collaboration with SIL LangTech, UBS BMT, and partner organisations, this role builds and manages a small team of Helpdesk Officers, ensures accountable response times, and serves a worldwide user base of Bible translators and publication specialists.

Team Leadership

• 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.

Collaboration & Continuous Improvement

• 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 the development of Scope of Work documentation and MoU frameworks with Tier 2 partners.
• Participate in regular project status, planning, partnership, and strategic meetings.
• Available to travel to meet with the wider team and partners at least once per year.

Key Skills & Qualifications

• Bachelor's degree in a relevant field or equivalent work experience; we value a heart and mind that are always learning.
• Demonstrated experience managing a helpdesk, customer support, or technical support function.
• Familiarity with helpdesk and ticketing systems (e.g. YouTrack, Zendesk, Freshdesk, or similar).
• Strong understanding of how to triage, prioritise, and resolve 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.

Personality Traits

• A servant heart attitude -- motivated by mission and the needs of the user community.
• A natural organiser and problem-solver who brings clarity and calm to complex support situations.
• Collaborative and communicative, contributing positively to team culture and shared goals.
• Detail-oriented and thorough, with a strong sense of ownership and accountability.
• Adaptable and calm under pressure, comfortable navigating ambiguity and changing priorities.
• Comfortable working remotely within a distributed, inter-organisational and cross-cultural team.

Weekly Hours

20