Job Description

WHO ARE YOU? You have a deep understanding of IT service management principles and practices and expertise in managing IT infrastructure and support teams.

WHO ARE WE? We are passionate, innovative, lifelong learners, and creative thinkers working to develop culturally authentic language learning products for K-12 schools and universities.

WHAT IS THE ROLE ABOUT? As our IT Services Manager, you will oversee the day-to-day operations of the IT Services & Support team, ensuring the delivery of high-quality IT services to the organization. You will work closely with your team and other departments to ensure consultative support is provided without sacrificing quality or reliability.

IN THIS ROLE YOU WILL:

• Directly manage and mentor the IT services and support team, foster a culture of collaboration and continuous improvement.
• Collaborate with cross-functional teams to gather and prioritize requirements and develop solutions
• Stay current with industry trends in service management and infrastructure technologies, incorporate new tools and modern methodologies into existing projects
• Establish policies and security controls to protect infrastructure and data, including compliance with SOC2 guidelines
• Establish and maintain strong relationships with vendors, negotiate contracts and ensure service level agreements (SLAs) are met
• Ensure that Helpdesk teams meet established SLAs for response and resolution times
• Lead the response to critical incidents, ensuring timely communication and resolution while minimizing impact on business operations
• Monitor and troubleshoot systems, ensuring the integrity and reliability of services
• Manage departmental budget
• Identify and implement process, workflow and system improvements to enhance efficiency and effectiveness; create/maintain aligned best practices documentation
• Prepare and present reports on metrics, budget, and vendor performance to senior management
• Participate in innovative projects as necessary to support the organization's vision and objectives

YOU MUST HAVE (MINIMUM REQUIRED SKILLS & EXPERIENCE)

• Bachelor's degree minimum
• 5+ years of experience in IT service management or IT infrastructure management
• 1+ years of experience directly managing an internal IT team with delegating work, monitoring performance, providing guidance and identifying areas of training
• Well-developed understanding of IT service delivery systems and best practices
• Expert level knowledge in IT service management frameworks (e.g., ITIL)
• Extensive hands-on experience with Helpdesk operations and systems administration
• Experience managing departmental budgets and vendors relationships
• Understanding of user workflows and associated IT service needs
• Hands-on experience/knowledge of cloud-based solutions (AWS, Azure, etc.) and infrastructure technologies (e.g., servers, networks, storage)
• Advanced knowledge of good SDLC practices
• Advanced experience overseeing the delivery of IT projects from conception to production
• Strong written/verbal communication, interpersonal and presentation skills
• Experience conveying technical concepts to non-technical stakeholders and creating clear and concise process/system documentation

IDEAL IF YOU HAVE (PREFERRED SKILLS & EXPERIENCE)

• Ed-tech, education or similar industry experience

LOCATION: In-office (Boston, MA)

This position requires current residence within the United States of America and within close proximity to our Boston office location. Relocation assistance is not available.

PI4d90d5f7a1b9-30492-36024008

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