IT Service Desk Manager, Amplify
$95-105k
+ Annual discretionary bonus
Office located in Brooklyn, NY
K-12 curriculum & assessment publisher
Open for applications
K-12 curriculum & assessment publisher
1001+ employees
Open for applications
$95-105k
+ Annual discretionary bonus
Office located in Brooklyn, NY
1001+ employees
Company mission
To help educators create the next generation of scientific innovators as well as citizens who are sceptical, curious, and evidence-based thinkers.
Role
Who you are
- 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 the job involves
- 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
- 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
Our take
Since launching as Wireless Generation in the year 2000, before rebranding in 2012 after News Corp acquired the company, Amplify has grown into one of the leading providers of K-12 curricula, assessment and supplemental programs for ELA (English Language Arts), Math and Science.
The EdTech market has been growing rapidly for the last decade and more, and its value is expected to surpass 230 billion by 2030. This growth means that the company has plenty of competition from the likes of Khan Academy and Kaplan Test, but the fact that Amplify is used by around 10 million students puts it in a very strong position.
After a major growth funding round in 2021, Amplify acquired digital math tools developer Desmos. This is in keeping with its commitment to strategically acquire high-performing education companies in order to expand its own tech and product offerings.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Oct 2021
$215m
GROWTH EQUITY VC
Mar 2021
$0.1m
GRANT
Total funding: $263.3m
Company HQ
Dumbo, NY
Articles
Leadership
Larry Berger
(Co-Founder & CEO)Co-founded Wireless Generation in 2000 and was CEO until News Corp bought the company in 2010, becoming President and then CEO of Amplify post-acquisition. Serves on the boards of Touch Press, the Academy of American Poets, Lapham’s Quarterly, the Institute for Sustained Attention, and the Southern Education Foundation.
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