IXL Learning, developer of personalized learning products used by millions of people globally, is seeking a Senior Manager for our IT Help Desk team. The ideal candidate has experience leading a team of Help Desk Leads and Specialists in delivering exceptional customer service and resolving technical issues for employees. You are passionate about delivering exceptional support and possess the ability to foster a culture of positivity and excellence. #LI-KO1
IXL’s Help Desk team is the backbone of employee productivity and innovation ensuring seamless access to workstations, office equipment and essential digital services. To be successful in this role, you will have strong problem solving skills and the ability to ensure both operational stability and end user satisfaction by providing exceptional vision and leadership to your team.
This is a full-time position in our San Mateo, CA headquarters office. The work schedule for this role is Monday-Friday in the office. #LI-ONSITE
WHAT YOU’LL BE DOING
- Provide leadership to our highly skilled and growing team of IT Help Desk specialists
- Champion an outstanding employee experience by ensuring timely, professional, and effective technical support that empowers our workforce to excel
- Solve complex challenges by troubleshooting employee issues and collaborating with our IT infrastructure team to deliver innovative solutions
- Keep everyone informed with proactive communication about critical technical updates, widespread issues, and impactful changes
- Take the lead on technology management, overseeing asset allocation and optimizing information security across the organization
- Maintain onboarding and offboarding processes, ensuring employees have seamless access to the tools, software, and systems they need
- Drive operational excellence by developing and refining metrics to exceed service-level expectations and align with company goals
- Empower your team through coaching, setting clear development goals, managing performance, and providing training opportunities that spark growth
- Collaborate with organizational leaders to plan and implement transformative initiatives that shape the future of IT Help Desk support and company-wide success
WHAT WE ARE LOOKING FOR
- BA/BS degree required
- 10+ years of hands-on help desk experience, strong troubleshooting, and problem-solving skills with the ability to work well with all teams across the organization
- 5+ years of professional experience in Help Desk management, with the ability to manage managers as well as individual contributors
- Experience with macOS, Windows and Linux systems and A/V conference room support
- Mobile device management (MDM) experience
- Demonstrate exceptional leadership by building and scaling a high-performing Help Desk team that thrives in a dynamic environment
- Use your advanced troubleshooting skills to solve complex technical challenges while collaborating effectively with teams across the organization
- Excel in both written and verbal communication, delivering clear, concise messages to ensure alignment with employees at all levels
- Confidently juggle priorities in a fast-paced setting, making smart use of resources, and analyzing and enhancing current processes
- Bring a customer-first mindset and a genuine passion for enhancing the employee support experience
Our salary ranges are determined by role, level, and location. The base salary range for this full-time position is $155,000 to $185,000 + benefits. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
IXL Learning is the country's largest EdTech company. We reach millions of learners through our diverse range of products. For example:
- 1 in 4 students in the United States uses IXL.com
- Rosetta Stone provides an immersive learning experience for 25 languages
- Wyzant is the nation's largest community of tutors, covering 300+ subjects
- Teachers Pay Teachers (TPT) is a comprehensive marketplace for millions of educator-created resources
Our mission is to create innovative products that will make a real, positive difference for learners and educators and we're looking for passionate, mission-minded people to join us in achieving this goal. We have a unique culture at IXL that fosters collaboration and the open exchange of ideas. We value our team and treat one another with kindness and respect. We approach our work with passion, tenacity, and authenticity. We find it immensely satisfying to develop products that impact the lives of millions and we are eager to have you join our team.
At IXL, we value diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an Equal Opportunity Employer.
Top Skills
What We Do
At IXL Learning, we are passionate about improving learning for all. We apply technology in thoughtful and innovative ways to unlock students' innate curiosity, creativity, and desire for knowledge.
IXL’s award-winning personalized learning platform is used by more than 13 million students worldwide. With a comprehensive K-12 curriculum, individualized guidance, and real-time analytics, IXL meets the unique needs of each learner. And with over 100 billion questions asked and answered around the world, IXL is helping schools successfully use technology to improve teaching and learning.
Studies have shown that IXL leads to higher test scores, predicts success, and benefits all students. Learn more about how IXL accelerates learning at: www.ixl.com/research
IXL Learning’s other products include Rosetta Stone, the world’s leading language learning program; Vocabulary.com, the educational destination for improving literacy skills; Education.com, the most comprehensive library of learning activities for K-8 students; Wyzant, the nation’s largest tutoring network; and ABCya, the creator of over 300 educational computer games and apps for kids.
Hear what our employees love about working at IXL:
"At IXL, I take pride in knowing that the code we deliver helps educators and parents better understand how their children are learning. I love that my friends and family can understand the positive impact we have, whether or not they have any technical background. It's motivating to work on a team with supportive and highly capable coworkers who genuinely care about each other, the product, and our customers." - Adam Singer, Engineering Project Lead
"I'm working with like-minded and different-minded peers to improve a part of our education system, something that I'm immensely invested in. Solving engineering challenges to continually improve our product, along with the people (and perks!) I encounter really keep me engaged in my work." - Jestin Ma, Software Engineer
