Manager, IT End User Support

Boca Raton, FL

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

For more information about Anthology and our career opportunities, please visitwww.anthology.com.

The Manager of IT End User Support will oversee the technical support, service operations, customer satisfaction, and other functions of the IT End User Support team. This position will be a large part of the professional face of IT and must have a very high focus on customer service and desire for helping people.

Primary responsibilities will include:

Supervisory responsibilities:

• Hiring, training, and mentoring IT End User Services staff
• Organizing and overseeing the schedules of IT End User Services staff
• Providing constructive and timely performance evaluations
• Tracking and maintaining customer satisfaction goals across team

Other responsibilities:

• Providing in-office executive support in Boca Raton, Florida
• Assisting with supporting large scale events or meetings, both in person and virtual
• Assistingwith video recording and live demos, both in person and virtual
• Assessing the technical needs of staff or clients
• Establishing and maintaining strong relationships across teams and with staff/clients
• Upholding high standards of customer success with timely adherence to departmental SLAs
• Measuring customer service satisfaction levels
• Managing and upholding the troubleshooting escalation process
• Owning and ensuring Hardware Asset inventories are consistent and accurate
• Tracking software installation and licensing allocations
• Assisting with IT equipment sourcing and budgeting
• Identifying gaps in the support process and amending accordingly

The Candidate:

Required skills/qualifications:

• Bachelor’s degree in Computer Science or related field
• At least 5 years of related experience
• Hyper focused on user experience and customer satisfaction
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Excellent communication skills, both written and oral
• Strong analytical and problem-solving skills
• Strong supervisory and leadership skills
• Thorough understanding of the latest and ever evolving technology, software, and hardware
• Proficient knowledge of the Microsoft Office and 365 environment
• Proficient with or able to quickly learn the software and applications used in the organization and the industry

Preferred skills/qualifications:

• One or more years in a supervisory role in a related field

Physical requirements:

• Must be able to lift 25 pounds

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time.

Anthologyis an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.