IT Help Desk Manager 2U, Inc.
Role and Responsibilities:
This person will manage the team responsible for providing all aspects of employee-facing 2U technology, with an emphasis on maintaining the high standards of the IT Department while providing the highest quality service to the broader 2U community.
Providing on site and remote resolution of escalated desktop computing issues, proactively implementing workstation and server upgrades and maintenance, and acting as local enforcement for IT security policies.
Working in a hybrid Windows / Mac computing and call center environment, utilizing forward looking work place technologies and hosted software services.
Supporting non-technical stakeholders, accommodating a rapidly growing staff.
Creating and enforcing IT security policies to protect corporate data and networks in accordance with partner agreements and SLAs.
Supporting other IT initiatives (inventory, procurement, technology deployments, etc).
Education and Professional Experience:
8 years full time relevant work experience or equivalent:
Relevant Bachelor?s Degree AND 6 years full time relevant work experience.
Relevant Masters Degree AND 4 years full time relevant work experience.
Strong service and leadership background required. Previous experience working in fast paced, innovative startup environments a strong plus.
Broad experience with web based computing services: Google Apps Premier Edition, Salesforce, support tickets, CMS software, video / audio conferencing, electronic fax.
Experience with MS Windows domain environment: Windows Server, Active Directory, Group Policy, WSUS, Hyper-V, LDAP, DHCP, license management, workstation imaging.
Experience with office networking: routers, firewalls, switches, WAPs, WiFi security, VLANs, subnets, site to site and client VPN, networked printing, networked security.
Experience with PBX telephone concepts and programming in large call centers: PRI, SIP, VoIP, DID, ACD, IVR, CTI, voicemail, hot desking, remote calling.
Service focus: commitment to the success of the organization and the satisfaction of a diverse user base with a variety of needs and problems to solve.
Strong communication (written / verbal) and collaborations skills, desire to share knowledge and train a great team, ability to keep everyone focused on the same goals.
Organized: fastidious, detail oriented, and committed to the highest work standards.
Ability to work late and emergency hours when necessary to maintain high level of service, availability for contact around the clock in case of outages or emergencies.
Enthusiasm and the flexibility to thrive in an entrepreneurial atmosphere of constant change and rapid growth
Founded in 2008 by a unique team of education veterans with unparalleled experience, 2U, Inc., formerly known as 2tor, Inc., partners with preeminent institutions of higher education to deliver rigorous, selective degree programs online to students globally.
2U supplies universities with the tools, expertise, capital, and global recruiting needed to build and support programs of quality and scale.
Technology: 2U develops state-of-the-art technology platforms that give universities the ability to deliver traditional offline curricula in a unique online learning environment.
Instructional Design: Our instructional designers work closely with faculty to translate classroom courses into a compelling combination of synchronous and asynchronous online and real-world experiences, using the best educational and social technologies available. We work side-by-side with professors to evolve those courses. We make improvements as usage and learning patterns emerge and new technologies become available.
Infrastructure: 2U provides the support infrastructure and the logistical components of our partners? online programs. This includes comprehensive student support services from enrollment through graduation and beyond, as well as practical learning experiences in communities around the world.
Resources: 2U makes an upfront investment of over $10 million in each of our partner programs. By supplying capital and global marketing capabilities, we enable universities to give high-performing students around the world a transformational educational experience.
Since our founding, 2U has partnered with some of the most prestigious research universities to deliver groundbreaking online degree programs. You can read about our partners here (www.2U.com/partners).
And if you?re ready to help our team (www.2U.com/team) build the next great movement in higher education, consider joining us (www.2U.com/careers).
Why It?s Great to Join Our Team
There are plenty of reasons, but here are a few:
Benefits ? at 2U we offer a great benefits package including medical, dental, vision, life insurance, disability and 401k. We also offer paid time off and company holidays. That?s not all! Employees receive a 100% paid tuition benefit for themselves, their spouse and their legal dependants.
Our Culture ? We are a highly energetic, innovative start-up company with room to grow. We don?t take ourselves too seriously, and strive to maintain a casual, professional and highly productive work environment for our team. 2U employees enjoy many perks, including the ability to wear jeans to work every day.
Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities from time-to-time, as needed.
2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans' status, or any other classifications protected by applicable federal, state or local laws. 2U?s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits, pay, and dismissal.
||Landover, MD |