Helpdesk Manager

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SIL Global

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 Non-profit

📚 Education

🌍 Social Impact

Non-profit • Education • Social Impact

SIL Global is a global, faith-based nonprofit organization that collaborates with local communities worldwide to create language solutions aimed at enhancing their quality of life. The organization is involved in approximately 1,350 active language projects across 104 countries, impacting over 1. 1 billion individuals in 1,600 local communities. With a workforce of more than 4,300 staff from 89 countries, SIL Global works alongside many local partners and volunteers to promote linguistic diversity, education, and development, without regard to religious beliefs or ethnic backgrounds.

📋 Description

• 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