Group Manager, Desktop Support (San Mateo, CA)

IXL Learning - San Mateo, California - Full time

IXL Learning, a leading edtech company with products used by 12 million students worldwide, is seeking a Group Manager for our Desktop Support team.

The ideal candidate has experience leading, developing and motivating a team of desktop support specialists to deliver exceptional customer and technical support for our employees. In this role you will provide leadership to a team of desktop support leads and specialists based in our NC and CA office locations.

WHAT YOU’LL BE DOING

  • Provide leadership to our highly skilled and growing team of desktop support specialists
  • Deliver an exceptional internal customer experience by providing timely, professional, effective, and knowledgeable assistance to our employee’s technical needs
  • Troubleshoot and problem solve employee issues and concerns, consulting with our IT infrastructure team to find solutions to technical issues
  • Oversee the management of technology assets and information security
  • Maintain efficient processes to prepare technology assets, software, and system access for employee on-boarding and off-boarding
  • Develop, implement, and maintain operational metrics and service-level metrics to meet company needs
  • Drive continuous growth in the desktop support team through coaching, development goals, performance management, and training
  • Work with other leaders across the organization to plan and implement large-scale changes for long-term improvements

WHAT WE ARE LOOKING FOR

  • BA/BS degree
  • 7+ years of hands-on desktop support experience
  • 5+ years of professional experience in desktop support management, with the ability to manage managers as well as individual contributors
  • Exceptional leadership skills; ability to efficiently scale our desktop support department
  • Hands-on desktop support experience, strong troubleshooting and problem solving skills in a technical environment, and ability to work well with all functions across the organization
  • Outstanding written and spoken communication skills, including the ability to communicate clearly and concisely with all internal employees
  • Ability to prioritize, multi-task in a fast-paced environment, use resources wisely, and analyze and enhance current processes
  • Customer-centric attitude and the passion to enhance the customer experience

ABOUT IXL LEARNING

IXL Learning is a leading educational technology company on a big mission: creating innovative learning experiences that help all learners reach their full potential. IXL's comprehensive curriculum and insightful analytics help more than 500,000 teachers deliver personalized instruction, and empower over 12 million students to achieve new learning milestones every day.

At IXL, we’re passionate about our mission of creating the best educational technology that improves learning for all students. We bring that same passion to creating a workplace that values diversity on the basis that all of us bring a unique perspective and experience that advances IXL’s mission.

We strive to increase diversity in race, ethnicity, gender, age, sexual orientation, and physical or mental ability and to continually promote a work environment where everyone, from any background, can do their best work.

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Role

Engineering

Experience Level

Senior Level

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