A pioneer in K–12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 10 million students in all 50 states. For more information, visit amplify.com.

Amplify is seeking a hard-working and reliable individual to join our organization as an IT Service Desk Manager. This position is required to be in the office at least one week a month which provides support to the business and leadership to the Service Desk team. 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, and technical expertise. 

Responsibilities:

• 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

• Develop and implement processes and procedures to ensure the delivery of high-quality IT support.

• Manage the incident management, problem management, change management, and knowledge management processes.

• Assist with maintaining the help desk ticketing system and prioritizing requests.

• Provide technical support to end-users and ensure customer satisfaction

• Develop and maintain technical documentation for hardware and software configurations, processes, and procedures.

• Manage the day-to-day operations of the service desk, including staffing, scheduling, and performance management.

• Identify and resolve any issues or challenges between the integrated ITSM systems.

• 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 

Required Qualifications of the Manager, IT Service Desk: 

• Bachelor's degree in computer science, information technology, or equivalent experience.

• 6+ years of experience in IT help desk management or related field

• 2+ years experience leading the help desk function and managing staff

• 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 we offer:

Salary is only one component of the Amplify Total Rewards package, which includes a lucrative 401(k) plan, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs. The gross annualized salary range for this role is $115,000 - $120,000. This role is eligible to receive an annual discretionary bonus that rewards individual and company performance.

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool. 

Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. 

This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.

Amplify Education, Inc. is an E-Verify participant.

If selected, a background check will be required. As required by state and local laws and district policies, you may also be required to provide additional documentation, such as proof of vaccination or submit to enhanced background screening, including fingerprints.