Help Desk Operations Manager, Partner Revenue Strategy & Operations

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. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

What is The Role

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.

What You Will Be Doing

• 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.


• Analyze 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.

What You Bring

• 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

#LI-AS3