IT Service Desk Manager

A pioneer in K-12 education since 2000, 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. For more information, visitamplify.com.

Amplify is seeking a hard-working and reliable individual to join our organization as an IT Service Desk Manager. You will be responsible for managing the daily operations of the IT Service Desk, providing technical support to end-users, and overseeing 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 per week.

Responsibilities:

• Requires extensive knowledge of ITIL standards and best practices to implement changes as appropriate to the needs and priorities of the organization

• Provide support and guidance to the IT Service Desk team under the supervision of a Senior Director.

• Assist with maintaining the help desk ticketing system and prioritizing 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

• Strong leadership skills that can develop direct reports for career development.

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:

Salary is only one component of the Amplify Total Rewards package, which includes 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. The gross annualized salary range for this role is $95,000 - $105,000. This role is eligible to receive an annual discretionary bonus that rewards individual and company performance.

We celebratediversityand are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from adiversecandidate pool.

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.

This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.

Amplify Education, Inc. is an E-Verify participant.

If selected, a background check will be required. As required by state and local laws and district policies, you may also be required to provide additional documentation, such as proof of vaccination or submit to enhanced background screening, including fingerprints.