Skip to main content
Posted January 31, 2019

Manager, Tech Experience

Achievement Network (ANet)
Boston, MA, USA Full Time

Manager, Tech Experience Location: Boston, MA Position is available: Immediately WHO WE ARE Achievement Network (ANet) is a nonprofit dedicated to...

Expand

Manager, Tech Experience
Location: Boston, MA
Position is available: Immediately


WHO WE ARE

Achievement Network (ANet) is a nonprofit dedicated to educational equity. We help schools boost student learning with great teaching that's grounded in standards, informed by data, and built on the successful practices of educators around the country. Founded in 2005, ANet now serves over 900 schools educating over 230,000 students across the country. Our support has consistently helped our partner schools—both district and charter—achieve breakthrough results for their students.

ANet has received multiple awards and recognitions, most recently receiving the highest ratings (Tier 1) on our math and ELA formative assessments from the Louisiana Department of Education, the only organization to receive such high marks. We were also named to The NonProfit Time's “Best Nonprofits to Work For” and in the 2018-19 school year will be launching the Breakthrough Results Fund, a four-year collaboration to prove what's possible in instructional improvement.

ANet is a dynamic, values driven, team-oriented organization that is committed to the growth and development of all staff members. Individuals who join ANet have the opportunity to join an exceptional team of colleagues committed to helping schools drive excellent teaching and learning by investing in each other and learning together.

THE OPPORTUNITY

We are seeking someone who is passionate about technology and enjoys never having the same day twice. If that's you, keep reading! The Manager, Tech Experience must have a solid technical background combined with a passion for creating a positive customer experience and a problem-solving attitude.

This role will manage the day-to-day operations of a help desk that supports about 250 people across a growing, national organization while constantly seeking to create efficiencies. They will also play a leadership role in the administration of G Suite and other applications.


This position will be a critical contributor to the future of ANet's Tech Experience strategy and will report to the Managing Director, Tech Support.

WHAT YOU'LL DO

Responsibilities include, but are not limited to:

Manage the day-to-day Help Desk operations and create a Tech Experience environment that goes beyond just providing support
  • Respond to Help Desk tickets by seeking to understand the details of the problem, ensuring timely resolution or escalation, communicating promptly on progress, and interacting with staff with a positive and responsive approach
  • Ensure tickets are solved within the team's service level agreement (SLA)
  • Follow up with staff members to identify areas where the Tech Experience Team can improve and provide better support
  • Develop daily, weekly and monthly productivity and satisfaction reports
  • Identify trends in tech support and make recommendations to solve technology pain points to ensure everyone has the technology tools they need to do their jobs, particularly as the organization's staff becomes increasingly remote
  • Maintain records/logs of all incidents, requests, and fixes/repairs and document resolutions in order to keep updated knowledge bases
  • Continuously grow your general knowledge of current systems and hardware, increasing the ability to resolve requests on the first contact
Contribute to the overall strategy and success of the Tech Experience Team
  • Provide coaching and mentoring to other Tech Experience Team members
  • Maintain, update, and serve as a subject matter expert on existing applications, including G Suite, Sophos, and local network infrastructure with an eye toward improving efficiency and effectiveness
  • Lead tech on/offboarding process for staff members across the organization
  • Develop and manage Tech Experience trainings for staff to help ensure they have the tools they need to be as efficient and effective as possible
  • Act as a thought partner in the selection and testing of new applications and hardware
  • Help ensure internal information security
  • Manage assets and asset inventory

WHO YOU ARE AND WHAT YOU BRING

In order to be successful in this role, candidates must demonstrate the following:
  • You bring at least 3 years of experience in the IT field with a minimum of 1 year of experience managing a help desk.
  • You have a passion for taking tech support to the next level by creating a positive experience for your customers.
  • You are skilled in communicating complex tech ideas to both technical and non-technical staff members.
  • You have a track record of successful project management, including experience with change management.
  • You have the ability to problem-solve, adapt, and thrive in a fast-paced environment that requires managing multiple changing priorities and projects while driving toward deadlines.
  • You are collaborative and bring a service-oriented mindset to addressing the needs of cross-functional teams.
  • You have a passionate commitment to and a sense of urgency for the support of schools, along with a belief that all students can achieve at high levels.
  • You are motivated by working in an environment where we live out our core values daily and are eager to examine personal archetypes and biases while discussing topics related to race, class, and privilege which relate to ANet's Advance Equity and People Matter values.

Ideal candidates may also demonstrate the following preferred qualifications:
  • You have previous experience providing technical support for a multi-site organization and remote workers.

WHAT WE OFFER

ANet offers highly competitive compensation based on prior experience and qualifications as well as comprehensive benefits in order to best support our people. Benefits we offer include: health, dental and vision insurance where ANet pays 80% of the cost of these benefits for employees and their families/domestic partner; 3 weeks of vacation (4 weeks after two years with ANet); 10 paid holidays with paid days off between the Christmas and New Year's holidays; a paid floating holiday; paid sick & personal days; paid parental leave; retirement plan options; commuter benefits; tuition reimbursement; flexible spending accounts; short and long-term disability coverage; and basic life and personal accident insurance.

HOW TO APPLY

We are now accepting applications for this position, which will be reviewed on a rolling basis. To apply, please click on the blue “Apply” button. You will then be prompted to complete a brief application and upload a resume and thoughtful cover letter in which you outline why you are interested in working for ANet and how your skills and experience meet the qualifications of the position.

ANet is committed to maximizing the diversity of our organization. We are an equal opportunity employer and encourage individuals of all ethnic and racial backgrounds and gender identities to apply to our positions.




Apply Here

PI107355766

This listing expired on Mar 02. Applications are no longer accepted.

Below are some other jobs we think you might be interested in.