IT Support Manager

Who is Vivi 

Vivi is the only wireless screen mirroring and digital signage tool designed for education. We help IT help teachers help students with classroom technology that enhances collaboration, control, and creativity.  

Vivi exists because we all had that one teacher who changed our life, who went above and beyond to serve as a role model and sage. They guided discussion, connected with their students on a personal level, were just as engaging and entertaining as they were educational, and they created a dynamic learning environment by constantly involving students.

Those teachers are the masters of the social classroom. Personalised learning environments have been proven to deliver better educational outcomes for individuals through increased participation and engagement. To successfully create such an environment requires a fluid, visual dialogue between teacher and student. This is why Vivi exists. Vivi is used by over 825,000 teachers and students around the world and is setting out to disrupt the enormous education industry with our high-growth, ambitious, and creative team. In this rapidly evolving technology landscape, Vivi is always looking for new ways to disrupt the classroom experience, enhance customer experiences and expand globally.

The Opportunity 

The IT Support Manager role is essential for ensuring that Vivi's internal teams are provided an effective, secure and continually improving technology infrastructure and that Vivi's global customer base is supported with excellent, accurate and effective technical support. This role encompasses a variety of responsibilities in high growth environment, from managing the support team, resolving internal and external technical issues efficiently, to developing and managing internal IT infrastructure and designing the tech strategy for additional years of growth. A successful leader in this role will meet SLAs and KPIs focused on quality of support and user satisfaction, will build and maintain an effective staff of support engineers and will collaborate with department leaders throughout the company to ensure the IT and Support strategy accelerates enables and compliments the organizations goals, year over year. 

IT Support Manager Responsibilities

• Support Functions 
  • Supervise daily operations of the service desk, ensuring prompt and effective handling of internal and external support requests. 
  • Lead and mentor the support staff, fostering a collaborative atmosphere and encouraging professional growth. 
  • Evaluate, manage and mature the tools and systems utilized by the support team, including ticketing software and self-service platforms. 
  • Deliver high-quality technical assistance to both customers and internal users, ensuring issues are resolved efficiently. 
  • Maintain and manage internal and external knowledgebase and self-help systems. 
  • Provide regular and ongoing feedback to the company on contact drivers, customers/employee satisfaction impacting situations and behavioral trends to enable good strategic planning based on Support insights. 
• IT Functions 
  • Formulate and implement a set of technical strategies that aligns with the organization's goals and enhances service delivery. 
  • Manage and evolve the suite of internal tools used throughout the organization, through both direct IT ownership of corporate tools and through collaboration with dept leaders for dept specific tools. 
  • Collaborate with P&C to effectively manage employee lifecycle including onboarding and offboarding, IAM and employee compliance training 
  • Maintain IT policy and continually evaluate current trends in technology application, governance and best practices. 
  • Ensure that the organization's IT infrastructure is up-to-date and running efficiently, including managing software updates, hardware upgrades, and ensuring that all systems comply with security standards. 
  • Ensure that the organization’s IT infrastructure complies with relevant security standards and regulations, including implementing security policies, conducting regular audits, and staying informed about new security threats. 
  • Budget Management 
  • Allocate resources effectively, balancing the need for new technology with the constraints of the budget. 
  • Consult throughout the company on cost effective solutions to technical requirements & lead the IT component of the software/hardware purchasing process.

Required Skills

• This role requires a strong technical background, including knowledge of networking, server management, cybersecurity, and various software applications. 
• ITIL (Information Technology Infrastructure Library), CompTIA A+, and Microsoft Certified Systems Engineer (MCSE) certifications are highly preferred for this role 
• Experience managing help desk software, remote support tools, knowledge management systems and performance monitoring tools (Power BI) 
• 7+ years leading IT, Support and combined teams in high growth startups 
• Experience supporting technically savvy customers in a SaaS environment 

What Are Excited to Offer You 

• Career progression – we offer each employee an annual L&D budget to assist with furthering their skills
• Wellness program – including wellness days off, and Wellness subscription
• Give back to the community with our Volunteer program
• Birthdays off each year

Bonus points for:   

• Education Technology experience 
• Tech enabled service SaaS (with company owned hardware) 

EEO Statement: Vivi is an equal opportunity employer. This means we are committed to recruiting, training, compensating and promoting our employees regardless of Race, Color, Ancestry, National Origin, Religion, Creed, Age, Disability, Sex, Gender, Sexual Orientation, Gender Identity, Gender expression, Medical condition, Genetic Information, Marital status, or Military or veteran status. As an education technology organization, we are dedicated to reflecting the diversity, multiculturalism, and inclusion found in our consumers, employees, and partners. Inclusion is at the heart of what we do, from the way we craft our job descriptions, to the values we champion daily.