Service Desk Manager

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3 days ago

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The Hashgraph Association

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Web 3 • Blockchain • Fintech

The Hashgraph Association is at the forefront of digital enablement and innovation, creating an ecosystem that supports enterprises and entrepreneurs in developing and deploying solutions using the Hedera Hashgraph technology. They offer education, funding, partnerships, and structured programs designed to empower and accelerate the adoption of Hedera's blockchain platform globally.

51 - 200 employees

Founded 2021

🌐 Web 3

💳 Fintech

📋 Description

• Remote & Async Team Leadership: Manage and inspire a distributed team of L1/L2 agents and AI bots, ensuring seamless, 24/7 support for digital asset transactions and integrations across time zones and work styles. • Champion Async Collaboration: Foster a culture where async communication is the norm, leveraging documentation, clear handoffs, and digital tools to keep everyone aligned and productive, regardless of location or schedule. • AI & Automation Oversight: Set and refine the rules for our AI agents, monitor their performance, and ensure safe, human-centric handoffs especially during critical incidents. • Crisis Response: Take charge during high-severity events, executing communication protocols and AI “kill switches” to protect users and the network, all from your remote workspace. • Continuous Improvement: Analyze support trends, turn resolved tickets into AI training data, and keep our knowledge base ahead of the curve enabling your team to work smarter, not harder. • Global Team Growth: Recruit, mentor, and empower agents across time zones, fostering a culture of security, collaboration, and innovation. • Quality Assurance: Audit tickets, validate AI outputs, and ensure compliance with ITIL and web3 best practices no matter where your team is based.

🎯 Requirements

• 5+ years in IT Service Desk Management, ideally in SaaS or fintech, with experience leading remote and async teams. • Hands-on experience with AI-augmented support (e.g., Atlassian AI / Rovo, or custom LLMs). • Deep understanding of distributed ledger/blockchain fundamentals. • ITIL v4 certification and a passion for “human-in-the-loop” workflows. • Outstanding crisis communication and de-escalation skills, especially in virtual and async environments. • Strong written communication skills and a knack for clear, concise documentation.

🏖️ Benefits

• 100% remote - work from anywhere, collaborate everywhere, on your schedule. • Async-first: We value results, not just hours. • Be at the forefront of web3 support innovation. • Work with cutting-edge AI and blockchain technologies. • Join a collaborative, forward-thinking team shaping the future of digital asset support.