2U HQ - Lanham Office

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IT HelpDesk Manager

IT HelpDesk Manager

ID 
2017-4433
Job Locations 
US-MD-Lanham
Category 
Technology

More information about this job

What We're Looking For

The IT HelpDesk Manager will be responsible for managing the Landover based Tier 1 HelpDesk team, while assisting the IT HelpDesk Director to ensure that top quality technical support is provided to all of their fellow 2U employees. We are looking for a hard working, organized, collaborative individual with extensive previous IT HelpDesk experience who understands the importance of customer service.

 

Responsibilities Include, But Are Not Limited To

  • Managing the Landover based Tier 1 HelpDesk team, ensuring they are operating efficiently, and providing them support so that they can learn, grow, and perform their job effectively
  • Acting as an escalation point for HelpDesk cases and other IT issues that require manager approval from within the HelpDesk
  • Supporting non-technical stakeholders, accommodating a rapidly growing staff
  • Providing on site and remote resolution of common desktop computing issues (PC and Mac), and acting as local enforcement for IT security policies
  • Creation, tracking, and completion of a high volume of IT HelpDesk related projects within JIRA.
  • Resolving escalated and executive HelpDesk cases/tickets submitted by 2U employees experiencing technical issues
  • Provisioning, management, and tracking of web tools access of fellow 2U employees within our CMS
  • Creating documentation related to HelpDesk processes and policies (internal and company wide) 
  • Enforcing and practicing of our 2U IT HelpDesk standard policies and processes for hardware asset management
  • Assisting the IT HelpDesk director with the oversight of provisioning cases and the HelpDesk case queue
  • Acting as a point of contact for vendors, and procuring hardware, software, and web tools licenses as necessary
  • Ongoing evaluation of existing HelpDesk processes and policies to ensure that the team is operating as efficiently as possible

Things That Should Be in Your Background

  • Relevant Bachelor’s Degree AND 4 years full time IT support experience -OR- HS Diploma AND 6 years full time IT support experience
  • Strong customer service background required 
  • Experience with Salesforce (specifically Salesforce cases), Google Apps, and JIRA preferred.
  • Experience with PBX telephone concepts and programming
  • On site and remote desktop troubleshooting skills for PC and Mac, software and hardware
  • Broad experience with web based computing services (video conferencing, CRM software, service ticketing solutions, Google application suites, CMS software)
  • Proficiency with MS Windows domain environment (Windows Server, Active Directory, LDAP, DHCP, license management, workstation imaging, access controls)
  • Proficiency with Single Sign On and Multi-Factor authentication preferred
  • Experience with JAMF/Casper Suite and Panda Systems Manager preferred

Other Attributes That Will Help You in This Role

  • Excellent verbal and written communication skills with the ability to communicate in a courteous, tactful, and concise manner
  • Strong service and leadership background required. Previous experience working in a fast paced, innovative startup environments a strong plus
  • Ability to work late and emergency hours when necessary to maintain high level of service.
  • Enthusiasm and the ability to thrive in an atmosphere of constant change
  • Ability to work and contribute in a team environment
  • Ability to balance daily casework with project based work
  • Ability to produce high-quality work with limited direction/oversight

About 2U Inc. (NASDAQ: TWOU)

2U partners with great colleges and universities to build what we believe is the world’s best digital education. Our platform provides a comprehensive fusion of technology, services and data architecture to transform high-quality and rigorous campus-based universities into the best digital versions of themselves. 2U's No Back Row® approach allows qualified students and working professionals around the world to experience a first-rate university education and successful outcomes. To learn more, visit 2U.com.

 

2U Diversity and Inclusion Statement

At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same.

 

Why It’s Great to Work at 2U

2U offers a high-energy work environment that’s both challenging and fun. We work hard, but our offices are casual and social places. We wear jeans to work and fuel brainstorming sessions with snacks and seltzer.

 

Benefits

2U offers a comprehensive benefits package:

  • Medical, dental, and vision coverage
  • Life insurance, disability and 401(k)
  • Unlimited snacks and drinks
  • Generous paid leave policies including a PTO allowance for your vacation, personal, or sick days
  • Additional time off benefits include:
    • time off to volunteer for non-profit organizations
    • parental leave after 12 months of employment
    • holidays that include a winter break from Christmas through New Year and more!
  • Tuition reimbursement program

Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and 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.