Help Desk Operations Manager, Partner Revenue Strategy & Operations

About this role

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 traini

Skills

• Technology
• Sales Strategy & Operations
• Operations