Senior Manager / Director, IT
Sr Manager/Director Global IT Support
We are looking for an experienced IT leader to oversee the Udemy’s Global IT support function. This leader will have experience managing a multi-site and ideally global IT support team with a focus on driving employee productivity and customer satisfaction.
This leader will also have experience building strong relationships with key business stakeholders and building alignment between business roadmaps and IT roadmaps.
This person will have a strong set of people management skills with experience leading and inspiring a team of IT support professionals.
Here's what you'll be doing:
- Hire, develop, coach and manage the daily activities of the global IT support team
- Handle escalations related to IT support
- Support key initiatives such as Employee Onboarding, Asset Management, and Remote Working
- Support the IT support team including ensuring that requests are being assigned, responded to, and resolved in a timely manner based on established SLAs
- Proactively ensure that the helpdesk is appropriately staffed at all times, especially during holidays and long weekends
- Develop and maintain service level agreements (SLAs) for IT support
- Develop standard operating procedures (SOPs) for IT support team members.
- Develop, track and report on metrics to measure user experience with IT
- Identify trends in the helpdesk requests and proactively initiate mitigating actions
- Review helpdesk case notes and resolutions to ensure tickets are being worked as expected and proper documentation is maintained at all times
- Design, implement and maintain helpdesk system configuration to meet the needs of our end users, IT team members and the credit union management
- Analyze the activities and recommend ways to improve the performance of the IT Support team
- Develop and maintain IT systems inventory
- Assist with hardware, software and service purchases and maintenance renewals
- Stay informed on the developments in the technologies we use
- Make recommendations on how the new developments can improve our processes.
- Assist the department with budgeting, IT policy development and maintenance, vendor mgmt. activities, external audits and exams
We're excited about you because you'll have:
- 10 years of experience in IT support or equivalent technology support roles
- 5 years experience leading IT support teams, providing hands-on technical support, configuring and managing IT support ticketing systems and managing IT support related escalations
- Bachelor’s degree
- 3+ years of management experience in an IT environment.
- 5 + years of help desk management
- Sound working knowledge of IT operations, systems, and developments.
- Excellent communication and interpersonal skills.
- Strong leadership and project management skills.
- Strong analytical and problem-solving skills.
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About Udemy
We believe anyone can build the life they imagine through online learning. Today, more than 35 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).
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