Service Desk Manager

About Us:

The Hashgraph Group (THG) is a pioneering Swiss-based Web3 technology company operating exclusively within the Hedera Hashgraph ecosystem.

As experienced and qualified Web3 practitioners and engineers, we design, develop, and deploy enterprise-grade solutions and decentralized applications on Hedera. With operations globally, we unlock new growth opportunities for business in the Web3 economy.

We deliver more than technology we build business without barriers.

What You'll Do

• Remote & Async Team Leadership:

  Manage and inspire a distributed team of L1/L2 agents and AI bots, ensuring seamless, 24/7 support for digital asset transactions and integrations across time zones and work styles.

• Champion Async Collaboration:

  Foster a culture where async communication is the norm, leveraging documentation, clear handoffs, and digital tools to keep everyone aligned and productive, regardless of location or schedule.

• AI & Automation Oversight:

  Set and refine the rules for our AI agents, monitor their performance, and ensure safe, human-centric handoffs especially during critical incidents.

• Crisis Response:

  Take charge during high-severity events, executing communication protocols and AI kill switches to protect users and the network, all from your remote workspace.

• Continuous Improvement:

  Analyze support trends, turn resolved tickets into AI training data, and keep our knowledge base ahead of the curve enabling your team to work smarter, not harder.

• Global Team Growth:

  Recruit, mentor, and empower agents across time zones, fostering a culture of security, collaboration, and innovation.

• Quality Assurance:

  Audit tickets, validate AI outputs, and ensure compliance with ITIL and web3 best practices no matter where your team is based.

What You Bring

• 5+ years in IT Service Desk Management, ideally in SaaS or fintech, with experience leading remote and async teams.
• Hands-on experience with AI-augmented support (e.g., Atlassian AI / Rovo, or custom LLMs).
• Deep understanding of distributed ledger/blockchain fundamentals.
• ITIL v4 certification and a passion for human-in-the-loop workflows.
• Outstanding crisis communication and de-escalation skills, especially in virtual and async environments.
• Strong written communication skills and a knack for clear, concise documentation.

Success Looks Like

• High AI deflection rates (more tickets resolved by bots, fewer escalations).
• Low error/hallucination rates from AI.
• SLA breach rate under 5% for high-priority tickets.
• Team members feel empowered to work flexibly and asynchronously, with clear expectations and minimal blockers.

Why HashCare

• 100% remote - work from anywhere, collaborate everywhere, on your schedule.
• Async-first: We value results, not just hours.
• Be at the forefront of web3 support innovation.
• Work with cutting-edge AI and blockchain technologies.
• Join a collaborative, forward-thinking team shaping the future of digital asset support.