Help Desk Operations Manager, Partner Revenue Strategy & Operations

About the role

Partner Help Desk team within Partner Revenue Strategy & Operations at Elastic focuses on improving support experience for internal field teams and external partners. The manager leads the team, conducts training, oversees partner deal registration reviews, and resolves portal and workflow issues while driving process improvements. Remote work from India with schedule aligned to EMEA and US timezones, offering flexible calendar and competitive compensation.

What you’ll do

• Lead the Partner Help Desk team and foster a positive culture
• Conduct training sessions and mentor team members
• Manage reviews of Partner Deal Registrations and support requests
• Analyze help desk workflows and implement improvements
• Develop documentation and best practices for help desk processes
• Provide feedback, coaching, and performance management
• Handle escalated support cases and ensure timely resolution
• Collaborate with cross‑functional teams to address complex issues

What you’ll bring

• 3+ years help desk/support experience
• 3+ years partner operations experience
• 1+ years managerial experience leading a team
• 2+ years process improvement experience
• 2+ years CRM experience, preferably Salesforce

Skills

Benefits

• Competitive pay
• Health coverage for employee and family
• Flexible schedule and remote work
• Generous vacation days
• Parental leave of 16 weeks