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IXL Learning, a leading edtech company with products used by 15 million students worldwide, is seeking a Senior Manager for our IT Support Team. The IT Support Team is responsible for employee workstations, office equipment, and access to common digital services. The team is crucial to employee productivity, building the infrastructure that employees rely on and rapidly troubleshooting any technical issues.
The ideal candidate will have experience leading, developing and motivating a team of IT support specialists to deliver exceptional customer and technical support for our employees. In this role you will provide leadership to a team of IT support specialists based in our office locations.
This is a full time position in our San Mateo, CA headquarters office.
What You'll Be Doing
Provide leadership to our highly skilled and growing team of IT support specialists
Deliver an exceptional internal customer experience by providing timely, professional, effective, and knowledgeable assistance to our employee’s technical needs
Troubleshoot and problem solve employee issues and concerns, consulting with our IT infrastructure team to find solutions to technical issues
Communicate proactively with employees/managers about widespread issues or high-impact changes
Oversee the management of technology assets and information security
Maintain efficient processes to prepare technology assets, software, and system access for employee on-boarding and off-boarding
Develop, implement, and maintain operational metrics and service-level metrics to meet company needs
Drive continuous growth in the desktop support team through coaching, development goals, performance management, and training
Partner with other leaders across the organization to plan and implement large-scale changes for long-term improvements
WHAT WE ARE LOOKING FOR
BA/BS degree
7+ years of hands-on IT support experience
5+ years of professional experience in desktop support management, with the ability to manage managers as well as individual contributors
Exceptional leadership skills; ability to efficiently scale our desktop support department
Hands-on desktop support experience, strong troubleshooting and problem solving skills in a technical environment, and ability to work well with all functions across the organization
Outstanding written and spoken communication skills, including the ability to communicate clearly and concisely with all internal employees
Ability to prioritize, multi-task in a fast-paced environment, use resources wisely, and analyze and enhance current processes
Customer-centric attitude and the passion to enhance the customer experience
Our salary ranges are determined by role, level, and location. The base salary range for this full-time position is $155,000 to $185,000 + benefits. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
ABOUT IXL LEARNING
IXL Learning is the country's largest edtech company. We reach millions of learners through our diverse range of products. For example:
1 in 4 students in the United States uses IXL.com
Rosetta Stone provides an immersive learning experience for 25 languages
Wyzant is the nation's largest community of tutors, covering 300+ subjects
Teachers Pay Teachers (TPT) is a comprehensive marketplace for millions of educator-created resources
Our mission is to create innovative products that will make a real, positive difference for learners and educators and we're looking for passionate, mission-minded people to join us in achieving this goal. We have a unique culture at IXL that fosters collaboration and the open exchange of ideas. We value our team and treat one another with kindness and respect. We approach our work with passion, tenacity, and authenticity. We find it immensely satisfying to develop products that impact the lives of millions and we are eager to have you join our team.
At IXL, we value diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an Equal Opportunity Employer.
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