# Help Desk Operations Manager, Partner Revenue Strategy & Operations

**Company**: Elastic
**Location**: India
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/elastic/jobs/8059813?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_ac8ea3db-674

## Description

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale , unleashing the potential of businesses and people.

In this role, you’ll lead the Partner Help Desk team within Partner Revenue Strategy & Operations, helping improve the support experience for both internal field teams and external partners. This role combines people management, operational oversight, and cross-functional collaboration to solve challenges across partner processes. You’ll have the opportunity to make a meaningful impact while working closely with teams across sales, partner operations, legal, and IT, and will report directly to the Sr. Manager, Partner Revenue Strategy & Operations. This role is based in India and requires availability for a remote work schedule starting at 6:00 PM IST to ensure overlap with both EMEA and US Timezone.

## Responsibilities

- Lead the Partner Help Desk team by fostering a positive culture and environment.

- Conduct training sessions to enhance skills and mentor team members for their professional development.

- Manage and oversee the team that reviews Partner Deal Registrations, supports partner agreements and not-for-resell license requests, and resolves Partner Portal, operations, system, and workflow issues.

- Analyse current help desk workflows to identify areas needing improvement.

- Develop comprehensive documentation for help desk processes and implement best practices to enhance service quality and efficiency.

- Conduct regular training sessions to enhance their skills and knowledge. Provide ongoing feedback and coaching to support each team member's growth.

- Manage escalated support cases to ensure quick and effective resolution.

- Collaborate with cross-functional teams to tackle complex issues and facilitate clear communication between partners and internal teams during these escalations.

- Step in to provide backup support as needed during peak volume periods, team absences, PTO, holidays, and other coverage needs.

## Requirements

- 3+ years of experience in a help desk and/or support function, including managing case queues

- 3+ years of experience in partner operations/partner programs

- 1+ years in a managerial position leading a team

- 2+ years with process improvement

- 2+ years of experience with CRM systems, preferably Salesforce

## Benefits

- Competitive pay based on the work you do here and not your previous salary

- Health coverage for you and your family in many locations

- Ability to craft your calendar with flexible locations and schedules for many roles

- Generous number of vacation days each year

- Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service

- Up to 40 hours each year to use toward volunteer projects you love

- Embracing parenthood with minimum of 16 weeks of parental leave

## Skills

### Required
- help desk management
- process improvement
- CRM systems
- Salesforce
- partner operations
- team leadership

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/elastic/jobs/8059813?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)