IT Program Manager

Skilljar is seeking a IT Program Manager responsible for handling several outsourced IT vendors (US-based), Systems Administration, Asset Management, and Onboarding teams. As IT Program Manager, you will own running and scaling the day-to-day operations of the internal IT solutions. You'll coordinate with other departments to define and improve processes. Additionally, you'll work on IT-related projects and help team members with backend administration.

This role will be critical in contributing to ground-breaking change with a focus on driving forward operational efficiencies, automation, and establishing self-service initiatives. Our team strives to create a best-in-class experience for our employees beginning with onboarding through intuitive workflows, leveraging automation, and establishing scalable processes and seamless experiences. The IT Program Manager will be responsible for managing IT infrastructure quality by establishing service level objectives, and discussing with business stakeholders the right balance between quality (availability, security, performance, etc.) and cost, and work to improve each to better support our internal users. Diagnose complex issues and evaluate, recommend, and implement effective resolutions. Utilize Google Workspace for proper functional implementation of business requirements. Ensure alignment between the business operational strategies and technical solutions. The IT Program Manager provides leadership, planning, prioritization, scheduling and effective implementation for agreed upon IT initiatives on the roadmap as well as application support and enhancements.

We’re looking for a motivated, self-starter who is comfortable wearing multiple hats and thrives in a dynamic environment. You must be flexible, highly-collaborative, and able to think on your feet. This is a great opportunity to join a rapidly accelerating startup that has dozens of Fortune 1000 and mid-market clients on its roster.

Responsibilities:

• Further build a world-class IT program function that is dedicated to improving the overall IT experience of Skilljar employees from hire to retire; the full lifecycle of employee endpoints and accounts from ordering, delivery, support and offboarding
• Administer enterprise productivity platforms for internal users
• Act as the main point of contact / liaison between Skilljar users and the third-party support vendors, including procurement of assets
• Hands-on, willing to get into the trenches of IT Support
• Troubleshooting and resolving employee IT needs with the hardware and software we use
• Develop, measure, and report KPIs of the support vendors and overall program, to ensure that IT is operating at a high level and meeting or exceeding goals
• Spot emerging support trends and work to develop proactive strategies to address emerging and chronic issues
• Document, communicate, and implement IT governance rules and manage system-related risk
• Practice continuous improvement by evaluating business processes and customer experiences, looking for areas to upgrade wherever possible
• Implement ITIL standard methodologies (primarily incident, problem, and change management) and IT processes in cooperation with other teams

Requirements:

• Bachelor’s degree in computer science or equivalent work experience required
• 4 years in a technical leadership role managing vendors and teams passionate about improving the employee experience
• Extensive experience with JAMF Pro, certification highly desirable
• Super Administrator of Google Workspace Enterprise Plus, supporting several hundred users
• Administrator of LastPass password manager for both Mac endpoints and mobile devices (Authenticator)
• Administrator of Office 365 applications including SharePoint
• Requires solid understanding and day-to-day responsibilities and administration of Mac OS, and various Mac applications, Slack, Zoom, and Confluence
• Experience setting and delivering on SLAs for the Service Desk
• Consistent record of building support runbooks and leading process improvement efforts to empower the team to work productively and efficiently
• Propensity to be successful in an ambiguous environment, self-managing multiple priorities with patience and tact
• Ability to write documentation that appropriately explains the processes and procedures used in the IT department
• Experience working with remote teams across multiple locations
• US work authorization and criminal background check are required.

Our Values:

We are a team of curious, dedicated Skillets with entrepreneurial drive and a passion for education. Our values are Customer Focus, Learn and Adapt, Ownership, Get Stuff Done, Healthy Dialogue, and Team Mindset. Learn more at https://www.skilljar.com/about/

Our Benefits

• Comprehensive Medical Coverage: Skilljar pays 100% of our employee premiums for medical, dental, vision, disability, and life insurance. (PTO and family leave)
• Flexible Time Off: We believe in a healthy work/life balance and trust our employees to take the time off they need to bring their A-game to work.
• Benefits Package: Skilljar employees receive a monthly technology reimbursement for remote work, 401K savings plan, stock options, and access to an Employee Assistance Program.
• Inclusive Culture: We are intentional about creating a culture that is fun and inclusive. Join us for Fun Committee events, trivia nights, Bingo, and more!

The Company

Backed by prominent financial institutions, including Mayfield, Shasta Ventures, Trilogy Equity Partners, and Insight Partners, Skilljar is the leading enterprise customer training platform, transforming the way organizations onboard, engage, and retain their customers. Trusted by leading global companies like Slack, Tableau, Liberty Mutual, Cisco, Verizon, and U-Haul, Skilljar provides the essential tools and foundation for successful customer and partner engagement and enablement.

We are a team of bright, dedicated Skillets with startup drive and a passion for education. Headquartered in Seattle, WA, Skilljar is currently operating remotely, with employees based in Washington, Oregon, California, Arizona, Colorado, Utah, Idaho, Texas, Georgia, Florida, North Carolina, and New York.

Skilljar is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.

Skilljar does not accept nor are we responsible for any fees associated with unsolicited resumes, LinkedIn bios, or any other candidate introductions.