Cardano Helpdesk Lead

Permanent employee, Full-time · Switzerland, Ireland or UK

Who we are:
The Cardano Foundation is the independent, non-profit organization responsible for stewarding the advancement of the public, permissionless blockchain platform Cardano. Our mission is to establish the Cardano blockchain as the future financial and social system of the world for generations to come, driving adoption and facilitating development of the protocol. We aim to de-risk decentralization for regulators and organizations, while also giving the Cardano community the necessary tools and support to leverage the Cardano protocol to solve real world problems.
Based in Switzerland, the Foundation works to facilitate the use of Cardano in mission critical applications across a wide range of industries and markets, anchoring use cases in the off-line world and encouraging active on-chain participation and governance.
What you’ll be doing:
As Cardano Helpdesk Lead, you will be responsible for providing efficient and professional helpdesk support to the Cardano Community and interact with a diverse and growing global community of users and businesses, supporting tools and applications built around Cardano’s third generation blockchain technologies. To succeed in this role, you will have a strong customer service mindset and excellent interpersonal and team building skills. You will lead a team of help desk support specialists and assist with the standardisation of helpdesk services and procedures along with streamlining any inefficiencies. We offer a highly-rewarding remote working environment, a motivated and purpose-driven team and excellent development opportunities.
  • Lead and mentor a team of help desk support specialists and share knowledge between different teams.

  • Implement and maintain a ticket tracking system to document all incoming support incidents.

  • Create and maintain detailed and comprehensive Cardano Helpdesk documentation.

  • Resolve complex incidents impacting Cardano's core applications, tools and libraries and escalated incidents to the development teams when necessary.

  • Provide root cause analysis and document known issues and workarounds.

  • Coordinate with technical support staff, quality assurance, engineering and marketing teams to resolve issues and continually improve software quality and reliability.

  • Report metrics and KPIs for the Helpdesk.

  • Identify opportunities for automation, and assist with the development of automation systems.

  • Prepare accurate and timely reports for the management team.

  • Document support issues and contribute to the helpdesk knowledge base in the form of articles, instructions and FAQs.

What we look for in you:
  • Bachelor's degree in computer science, information technology, or a related field.

  • Excellent leadership and people management skills.

  • At least five years of experience as a Help Desk Manager or in a technical support role.

  • Strong customer service skills.

  • Experience working with multi-tiered ticket handling/resolution systems, providing tier 1 and tier 2 IT support.

About us

Cardano Foundation has incredible employees from over 24 nationalities, across 3 continents which you will work collegiately to grow the Foundation. 

Here at Cardano Foundation’s we are transparent, inclusive, passionate and innovative. As such our mission is to have a positive impact on global change and breed a harmonious working environment for our employees to flourish. 

Benefits:

  • Our employees have the flexibility and freedom to work from home with flexible working hours. 
  • All Cardano Foundation employees will have access to a personal annual learning budget dedicated to personal professional and personal development. 
  • A day a year is dedicated to a departmental team activity fun day out. 
  • Cardano Foundation gives the opportunity to its employees to dedicate a volunteering day to help the greater community or to be an expert in your field of work within the blockchain community. 
  • Employees are given additional day off for their birthday. 
  • Cardano Foundation also rewards days off as per established work anniversaries milestones.

Cardano Foundation strives to provide a diverse, inclusive and welcoming working environment. We are committed being a discrimination free organisation - including discrimination free space with regards to age, religion, race, nationality/ethnic origin, disability, sex, sexual orientation or gender identity.

Applications from Recruitment Agencies
Cardano Foundation does not accept any applications from recruitment agencies for this position. We refuse any responsibility for unsolicited applications as well as any associated fees. Unsolicited applications will be treated as direct application regardless of the channel through which we receive them. Please get in touch with our Talent Acquisition Team at careers@cardanofoundation.org to discuss recruitment services and do not contact Cardano Foundation employees directly.
We are looking forward to hearing from you!
The Cardano Foundation's Privacy Policy can be found here.

Please upload your CV, recent certificates and a short cover letter (max. 20 MB in total).

Click to select multiple files or use drag-and-drop
Click to select multiple files or use drag-and-drop
Click to select multiple files or use drag-and-drop
Click to select multiple files or use drag-and-drop
Click to select multiple files or use drag-and-drop

Uploading document. Please wait.