IT Helpdesk Specialist

WHO WE ARE 🌍

Creating content that resonates is great - turning that attention into growth is even better. That's what Manychat does.

Our AI-powered automations help creators and brands engage with audiences across Instagram, Messenger, WhatsApp, and TikTok - at the right moment, with the right message, minus the manual work.

We're 400+ people across three continents behind the leading platform for conversational growth, with AI skills shaping how we build, how we work, and how we grow.

WHO WE'RE LOOKING FOR 🌟

Are you always one step ahead? The kind of person who has the new hire’s laptop ready before they arrive, notices the meeting-room camera is offline before the call starts, and, after fixing the same problem twice, makes sure nobody has to ask a third time?

We’re looking for an IT Helpdesk Specialist for our Amsterdam office. You’ll own on-site IT here and support colleagues in other hubs remotely, as part of a small global IT team across Amsterdam, Barcelona, São Paulo, Austin, and Yerevan. Our own AI helpdesk agent already answers routine questions in Slack, so your time goes to the work that needs a person: hands-on help, judgment on unclear or risky requests, and care for the people you support.

Our team is organized by domains, and you’ll grow into one of them: Access & Identity (Okta), the area behind most of our requests. Real ownership, from day one. Ready to make it yours?

YOUR FUTURE TEAMMATES 👋

Meet the IT team:

We're a small global team in Amsterdam, Barcelona, São Paulo, Austin, and Yerevan, and we keep 400+ manychatters working smoothly and securely. We're organized by domains, so everyone owns an area end to end. AI is part of how we work, including our own helpdesk agent. Our docs live in GitHub, so one good answer helps many people.

WHAT YOU'LL DO 🚀

On-site and remote support

• Be the first person colleagues in Amsterdam reach for IT help: at your desk, in Slack, and through our service desk (Freshservice). Support colleagues in other hubs remotely.

• Troubleshoot hardware, software, and connectivity on a Mac-first fleet managed with Jamf, with some Windows devices. Escalate complex issues to IT Administrators with full context, logs, and what you've already tried.

• Get every new hire ready on day one (laptop, peripherals, accounts, and a walkthrough of our tools), and close access and collect equipment for leavers, working with the People and Talent teams.

Office, meeting rooms, and events

• Keep office IT running: Wi-Fi and wired network (UniFi), printers, office access control, Zoom Rooms, displays, and room schedulers. Make sure meeting rooms are ready every day, and work with the building operator, ISPs, and vendors until every issue is resolved.

• Set up and run AV for All-Hands, internal events, and meetups: microphones, cameras, displays, and streaming when needed. Some events happen outside regular hours.

• Keep the office hardware inventory accurate in Freshservice Assets, manage the loaner pool and spares, and support local purchases, refreshes, and decommissioning.

Access & Identity (Okta)

• Run day-to-day Okta administration: users, groups and group rules, app assignments, password resets, MFA, and lifecycle states.

• Keep our role-based access model clean, and connect new apps to Okta (SAML or OIDC single sign-on, SCIM provisioning) together with system owners and Security.

• Check every access request for legitimacy and least privilege, and make sure access is right for every joiner, mover, and leaver, including contractors and partners.

• Act as the European backup for this domain, covering access work during European hours, and grow into co-owning it.

Knowledge and automation

• Write and maintain knowledge base articles in Markdown. Our docs live in GitHub and go through pull requests, and our helpdesk agent answers from them, so one good article saves many tickets.

• Spot repeated requests and fix the cause with a better intake form, an article, or a small automation (Freshservice workflows, n8n, scripts). Use AI tools to research, draft, and script, and check the result before it reaches users.

WHAT SUCCESS LOOKS LIKE 🎯

• By day 30: you know the office, the stack, and the people. You close tickets end to end and run onboardings on your own.

• By day 60: you add or fix knowledge base articles every week, own meeting rooms and event AV in Amsterdam, and handle routine Okta changes on your own.

• By day 90: you can cover Access & Identity when its owner is away, and you've shipped at least one improvement that removes a recurring type of ticket.

TO SHINE IN THIS ROLE 💥

You'll need:

• 3+ years of IT support in a SaaS or cloud-first company, where you've covered a broad scope and know the full helpdesk lifecycle.

• Strong macOS skills and hands-on Jamf (or similar MDM) experience; working knowledge of Windows.

• Hands-on Okta administration (or a comparable identity provider such as Entra ID): groups and group rules, app assignments, SAML or OIDC app integration, SCIM provisioning, and user lifecycle.

• Onboarding and offboarding experience: you know what "day-1 ready" means and deliver it every time.

• Meeting room and event AV experience with Zoom Rooms or similar systems, cameras, microphones, and displays, including setting up an event space or a new office together with integrators and vendors.

• Networking basics: Wi-Fi diagnostics, switching, DHCP, and DNS, enough to find the problem and talk to the vendor.

• Google Workspace admin basics and experience with a service desk tool (Freshservice, Jira Service Management, Zendesk, or similar).

• AI as part of how you work. You use tools like Claude, ChatGPT, or Gemini every day, and describe the task clearly, check the output before you trust it. This one's a must.

• Clear writing and fluent English: short, useful answers for users, and articles a colleague can follow without asking you.

• You notice when a request looks wrong (say, an urgent password reset for an executive), know when to stop and escalate, and stay friendly and focused on busy days.

• You fix the cause, not only the ticket: if something happens twice, you find out why and make it stop. You pick up new tools without waiting for training.

• Availability to work from our Amsterdam office 4 - 5 days a week, with occasional after-hours support for events or planned changes.

It would be great if you have:

• An Okta certification (Certified Professional or Administrator) or experience with Okta Workflows.

• Freshservice administration experience: workflows, catalog items, SLA policies, and reporting.

• Light scripting or automation skills (Python, bash, n8n, or similar), or a real automation you built yourself, with or without AI help.

• Git and GitHub basics: branches, pull requests, Markdown.

• Experience with Q-SYS or similar audio processing, Logitech room systems, and Zoom Rooms administration.

• Live streaming experience for meetups: multi-camera switching (ATEM, OBS, or similar), audio mixing, and streaming to YouTube.

• UniFi networking and UniFi Access.

• A bit of Microsoft Intune for Windows devices.

WHAT WE OFFER 🤗

We care deeply about your growth, well-being, and comfort:

• 💙 Comprehensive health insurance for both you and your family.

• 📚 Professional development budget for conference tickets, online courses, and other relevant resources to help you grow.

• 🫶 Flexible benefits package: no one-size-fits-all perks here. You get a budget and you decide where it goes, from health and wellbeing to family and setting up your home office.

• 🪴 Hybrid work and generous, flexible time off - planned with your team, not rationed by a rigid quota.

• 🍽️ In-office perks, including free meals and snacks.

• 🤝 Company-funded sport activities, annual offsites and team-building events.

• 🤖 AI isn't a perk here - it's how we work. Claude, OpenAI, and more are on by default from day one, and we back teams in adopting whatever makes them faster.

Manychat is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.

This commitment is also reflected through our candidate experience. If you have individual needs that may require an accommodation during the interview process, please indicate this in your application. We will do our best to provide assistance throughout your interview process to ensure you’re set up for success.