What We’re Looking For:

The IT HelpDesk Manager will be based in Boca Raton, FL and will responsible for managing a Tier 1/2 HelpDesk team, while assisting the Sr. Director, IT HelpDesk to ensure that top quality technical support is provided to all of their fellow employees.  We are looking for a hard working, organized, collaborative individual with previous IT HelpDesk experience who understands the importance of customer service.  

Responsibilities Include, But Are Not Limited To:

  • Managing a Tier 1/2 HelpDesk team, ensuring they are operating efficiently, and providing them support so that they can learn, grow, and perform their job effectively
  • Acting as an escalation point for HelpDesk cases and other IT issues that require manager approval from within the HelpDesk
  • Assisting the Sr. Director, IT HelpDesk with the oversight of provisioning cases and the HelpDesk case queue
  • Acting as a point of contact for vendors, and procuring hardware, software, and web tools licenses as necessary
  • Ongoing evaluation of existing HelpDesk processes and policies to ensure that the team is operating as efficiently as possible

Your Team’s Responsibilities Include:

  • Supporting technical and non-technical stakeholders, accommodating a rapidly growing staff
  • Providing on site and remote resolution of common desktop computing issues (PC and Mac), and acting as local enforcement for IT security policies
  • Creation, tracking, and completion of a high volume of IT HelpDesk related projects within JIRA.
  • Resolving escalated and executive HelpDesk cases/tickets submitted by 2U employees experiencing technical issues
  • Provisioning, management, and tracking of web tools access of fellow 2U employees within our CMS
  • Creating documentation related to HelpDesk processes and policies (internal and company wide)  
  • Enforcing and practicing 2U IT HelpDesk standard policies and processes for hardware asset management

Things That Should Be in Your Background:

  • Strong customer service background required  
  • Experience with Salesforce (specifically Salesforce cases), Google Apps, and JIRA preferred
  • On site and remote desktop troubleshooting skills for PC and Mac, software and hardware
  • Broad experience with web based computing services (video conferencing, CRM software, service ticketing solutions, Google application suites, CMS software)
  • Proficiency with MS Windows domain environment (Windows Server, Active Directory, LDAP, DHCP, license management, workstation imaging, access controls)
  • Proficiency with Single Sign On and Multi-Factor authentication preferred
  • Experience with JAMF preferred

Other Attributes That Will Help You In This Role:

  • Excellent verbal and written communication skills with the ability to communicate in a courteous, tactful, and concise manner
  • Strong service and leadership background required.  Previous experience working in a fast paced, innovative startup environments a strong plus
  • Enthusiasm and the ability to thrive in an atmosphere of constant change and growth
  • Ability to work and contribute in a team environment
  • Ability to balance daily casework with project based work
  • Ability to produce high-quality work with limited direction/oversight

About 2U Inc. (NASDAQ: TWOU)

Eliminating the back row in higher education is not just a metaphor–it’s our mission. For more than a decade, 2U, Inc., a global leader in education technology, has been a trusted partner and brand steward of great universities. We build, deliver, and support more than 250 digital and in-person educational offerings, including graduate degrees, professional certificates, Trilogy-powered boot camps, and GetSmarter short courses. Together with our partners, 2U has positively transformed the lives of more than 150,000 students and lifelong learners. To learn more, visit 2U.com. #NoBackRow

2U Diversity and Inclusion Statement

At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same. 

Why It’s Great to Work at 2U

2U offers a high-energy work environment that’s both challenging and fun. We work hard, but our offices are casual and social places. We wear jeans to work and fuel brainstorming sessions with snacks and seltzer. 

Benefits

2U offers a comprehensive benefits package:

  • Medical, dental, and vision coverage
  • Life insurance, disability and 401(k)
  • Unlimited snacks and drinks
  • Tuition reimbursement program
  • Generous paid leave policies including unlimited PTO for your vacation, personal, or sick days
  • Additional time off benefits include:
    • time off to volunteer for non-profit organizations
    • parental leave after 9 months of employment
    • holidays that include a winter break from Christmas through New Year and more!

Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits, pay and dismissal.

 

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at 2U are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.