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Helpdesk Manager

SIL International

Role overview

Qualifications

  • 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 (e.g. YouTrack, Zendesk, Freshdesk, or similar)
  • Strong understanding of how to triage, prioritise, and resolve support requests in a structured and accountable way

Responsibilities

  • Recruit, onboard, and manage a team of Helpdesk Officers
  • Provide coaching, mentorship, and day-to-day oversight to ensure consistent, high-quality support delivery
  • 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

Key facts

Hard skills

Help Desk Support Triage

Other skills

  • Team Leadership
  • Prioritization
  • Communication
  • Collaboration
  • Problem Solving
  • Adaptability

About the company

SIL International logo

SIL International

Non-profit Organizations

SIL is a global, faith-based nonprofit that works with local communities around the world to develop language solutions that expand their possibilities for a better life. As of 2020, we are involved in approximately 1,350 active language projects in 104 countries. These projects impact more than 1.1 billion people within 1,600 local communities. SIL’s work brings together more than 4,300 staff from 89 countries who work alongside thousands more local partners and community volunteers worldwide. Our services are available without regard to religious belief, political ideology, gender, race or ethnic background. Our Vision: We long to see people flourishing in community using the languages they value most. Our Mission: Inspired by God’s love, we advocate, build capacity, and work with local communities to apply language expertise that advances meaningful development, education, and engagement with Scripture.

Company details

Company typeLarge
IndustryNon-profit Organizations
Company size1001 - 5000

Links

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Job description

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

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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