Manager, IT Provisioning

At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

What We’re Looking For:

We are looking for an experienced Manager, IT Provisioning to join our team. You will be responsible for leading a technical team that provides excellent customer service and creates technical solutions to complex problems. If you have a background in IT, customer service experience, and a problem solving attitude, this could be the perfect opportunity for you.

Responsibilities Include, But Are Not Limited To:

This management role oversees a sub team of Helpdesk professionals who are responsible for all aspects of new hire onboarding, offboarding, IT asset tracking and inventory, purchasing, shipping & receiving, account provisioning and deprovisioning, and more. The position will be based out of our headquarters office in Arlington, Virginia and will oversee associates in this office, as well as oversee associates in our Cape Town, South Africa office. This individual must have an attitude for constant, iterative improvement to policies and processes.  If you have extensive IT support experience, meticulous organization skills, and are customer focused, this could be a great opportunity for you.

Roles and responsibilities are as follows: 

• Manage a team of Helpdesk Provisioning Associates, ensuring timely and efficient problem resolution.
• Maintain and update onboarding documentation and processes for new hires.
• Recruit and hire responsible and effective new team members to build a high performing team.
• Develop and maintain SLA’s and SOP’s for a new team. 
• Monitor team performance and develop feedback reports for individuals and upper management. 
• Create and implement recommendations to improve operational efficiency.
• Work with partner teams and stakeholders to improve the onboarding and offboarding experience. 
• Responsible for managing hardware requirements across all regions, including purchasing and internal inventory management. 
• Maintain compliance with regulatory requirements and make recommendations on how to improve compliance processes.

Things That Should Be In Your Background:

• Bachelor's degree in a technical discipline desired from an accredited college or university or 4+ years equivalent work experience in a technical field/role.
• At least 2+ years of experience as a Helpdesk or Service Desk Manager and/or Team Lead.
• Experience in a role involving inventory management or asset management. 
• Experience developing, implementing, and maintaining processes and controls.
• Able to translate complex technical information and implications in business-oriented language.
• Demonstrated experience working with partner teams and stakeholders to achieve common goals.

Other Attributes That Will Help You In This Role:

• Excellent leadership and people management skills.
• Ability and willingness to make improvements on a consistent basis and adapt to constant change.
• Strong time management skills, can meet deadlines consistently.
• Strong desire to work collaboratively with people and to help colleagues (internal customers).
• Able to think outside the box and come up with solutions to complex problems.

This position requires coming into our Headquarters in Arlington, VA two days per week.

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, U.S. benefits include: 

• Medical, dental, and vision coverage
• Life insurance, disability, and 401(k) employer match
• Employee stock purchase plan
• Free snacks and drinks in-office
• Generous paid holidays and leave policies, including unlimited PTO
• Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break

The anticipated base salary range for this role is ($95,000 - $114,000), with potential bonus eligibility.  Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, budget for the position and cost of labor in the market in which the candidate will be hired.

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com. 

About 2U Inc. 

For more than a decade, 2U, Inc. has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.

About edX

edX is the education movement for restless learners and a leading global online learning platform from 2U, Inc. Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.

Learn more at https://2u.com/careers/
#NoBackRow

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, gender identity, 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 and pay.