Service Desk Manager, Amplify
$77-92k
This role is eligible to receive an annual discretionary bonus that rewards individual and company performance
Office located in Brooklyn, NY
K-12 curriculum & assessment publisher
Job no longer available
K-12 curriculum & assessment publisher
1001+ employees
Job no longer available
$77-92k
This role is eligible to receive an annual discretionary bonus that rewards individual and company performance
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
- Good communication and problem-solving skills
- Ability to learn quickly and adapt to changing technologies and processes
What the job involves
- . 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
- 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
- Assist with the creation and implementation of IT support policies and procedures
- Contribute to the development and maintenance of 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
- Assist with vendor relationships and contract negotiations for IT-related services and products
- Monitor and report on help desk performance metrics
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
23% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2021
$215m
GROWTH EQUITY VC
Mar 2021
$0.1m
GRANT
Total funding: $263.3m
Company benefits
- Full benefits: Our health insurance options include health, dental, and vision coverage for spouses, domestic partners, and children—effective on your date of hire. We make a generous contribution to all employee HSA plans, which can be used to cover eligible health expenses. We offer unlimited paid time off, a 401(k) plan with an employer match, long- and short-term disability, and employer-sponsored employee life insurance. We offer paid parental leave, backup childcare and backup eldercare. On top of all that, we also provide our full-time employees with a robust voluntary benefits program that includes coverage options for everyone in the family, including pets.
- Opportunities for inspiration: Amplify believes in the importance of supporting charitable nonprofits in the communities where we live and work. We encourage employees to support organizations that promote the welfare of children and families in the areas of education, health, and social services. One way for employees to give back is through our Volunteer Time Off program, which allows employees to take 16 hours each year to contribute to an eligible charitable or nonprofit organization.
- Tuition reimbursement: Full-time employees who are enrolled in an accredited college or university course related to their areas of work are eligible to receive tuition reimbursement.
Company HQ
Dumbo, NY
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.
Catherine Mackay
(COO & President)Catherine joined Amplify in 2014 as a Consultant of Amplify Learning. She quickly moved into the role of GM and SVP of Middle School ELA, then CEO of Amp,ify New Curriculum before becoming COO in 2018. Prior to Amplify, she spent 8 years at Tablet Hotels (acquired by Michelin) as the Head of Business Development and Director of the Operating Board.
LaShon Ormond
(CIO)LaShon joined Amplify in 2011 as a Project Manager. While at the company, she's held a number of roles and moved into the role of Chief Impact Officer in 2023.
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