IT Service Desk Manager

4 weeks ago

Brooklyn, New York, United States Amplify Full time

A pioneer in K-12 education, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 10 million students in all 50 states.

Amplify is seeking a highly skilled and reliable individual to manage the daily operations of the IT Service Desk, provide technical support to end-users, and oversee the resolution of IT-related issues. This position requires strong leadership skills, excellent communication, technical expertise, problem-solving skills, and an in-office presence 5 days a week.

Key Responsibilities:

  • Implement ITIL standards and best practices to meet the needs and priorities of the organization.
  • Provide support and guidance to the IT Service Desk team under the supervision of a Senior Director.
  • Maintain the help desk ticketing system and prioritize requests.
  • Provide technical support to end-users and ensure customer satisfaction.
  • Contribute to developing and maintaining technical documentation for hardware and software configurations, processes, and procedures.
  • Collaborate with other IT teams to resolve technical issues.
  • Identify opportunities for process improvements and contribute to implementing solutions.
  • Ensure adherence to service level agreements (SLAs) and escalate issues as needed.
  • Manage, triage, and escalate issues to the appropriate business partners.
  • Monitor and report on help desk performance metrics.

Required Qualifications:

  • Bachelor's degree in computer science, information technology, or equivalent experience.
  • 6+ years of experience in IT help desk management or related field.
  • Advanced understanding of help desk ticketing systems and ITIL processes.
  • Technical skills and knowledge of IT infrastructure and applications.
  • Strong communication and problem-solving skills.
  • Ability to learn quickly and adapt to changing technologies and processes.

What We Offer:

Amplify offers a competitive salary range of $95,000 - $105,000, a 401(k) plan, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs. This role is eligible to receive an annual discretionary bonus that rewards individual and company performance.

Amplify is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

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