Help Desk Operations Manager, Partner Revenue Strategy & Operations

Elastic
India
Workplace: RemoteFull timeFunction: Business OperationsSkills: ["Team leadership","Training","Mentoring","Process improvement","Cross-functional communication"]

Lead the Partner Help Desk team within Partner Revenue Strategy & Operations, improving support for internal field teams and external partners. Manage escalations and ensure timely resolutions for partner deal registrations, partner agreements, not-for-resell license requests, and Partner Portal and workflow issues. Drive continuous improvement by analyzing help desk workflows, building documentation, and running training and coaching to develop team members. Collaborate cross-functionally with sales, partner operations, legal, and IT.

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FursaFursa
Elastic
Elastic
1 month ago

Help Desk Operations Manager, Partner Revenue Strategy & Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead the Partner Help Desk team within Partner Revenue Strategy & Operations, improving support for internal field teams and external partners. Manage escalations and ensure timely resolutions for partner deal registrations, partner agreements, not-for-resell license requests, and Partner Portal and workflow issues. Drive continuous improvement by analyzing help desk workflows, building documentation, and running training and coaching to develop team members. Collaborate cross-functionally with sales, partner operations, legal, and IT.
Location: India
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Lead the Partner Help Desk team and maintain a positive team culture.
  • •Train and mentor team members, providing ongoing feedback and coaching.
  • •Oversee deal registration and partner request workflows, resolving Partner Portal and operational/system issues.
  • •Analyze help desk workflows and implement documentation and best practices to improve service quality and efficiency.
  • •Manage escalated support cases and provide backup coverage during peak periods and team absences.

Pay and Benefits

Perks:Health InsurancePaid LeaveParental Leave

Key Requirements

  • •3+ years of help desk/support experience managing case queues.
  • •3+ years of partner operations/partner programs experience.
  • •1+ years leading a team in a managerial role.
  • •2+ years of process improvement experience.
  • •2+ years working with CRM systems, preferably Salesforce.
Experience:Partner operationsHelp deskCRM
Skills:Team leadershipTrainingMentoringProcess improvementCross-functional communication
Languages:English
Tech Stack:SalesforceCRM systemsPartner Portal

Company Brief

Elastic
Builds the Elastic Stack (Elasticsearch, Kibana, Beats, Logstash) and provides search, observability, and security solutions that enable organizations to search, analyze, and protect data in real time across applications, infrastructure, and enterprises.
Industry: Data Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Amsterdam, Netherlands
Founded: 2012
WebsiteLinkedIn