Job Description

Director, IT Helpdesk - Cape TownFull job descriptionAt 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:This person will manage the team responsible for providing all aspects of employee-facing 2U technology, with an emphasis on maintaining the high standards of the IT Department while providing the highest quality service to the broader 2U community.Responsibilities Include, But Are Not Limited To:Providing on site and remote resolution of escalated desktop computing issues, proactively implementing workstation and server upgrades and maintenance, and acting as local enforcement for IT security policiesWorking in a hybrid Windows / Mac computing platform environment, utilizing forward looking work place technologies and a variety of hosted software servicesSupporting non-technical stakeholders, accommodating a globally remote staffCreating and enforcing IT security policies to protect corporate data and networks in accordance with partner agreements and SLAsSupporting other IT initiatives - asset inventory, procurement, PC provisioning, technology deployments, logistics, etc.Support office infrastructure in Crystal City, Virginia and Cape Town, South Africa, including conference room equipment, shared office multifunction printers and audio visual (AV) devices located in a variety of meeting & conference roomsProvide white-glove technology services to the 2U executive teamsThings That Should Be In Your Background:8+ years of full-time, relevant work experience or equivalentOr relevant Bachelor's Degree and 6+ years of full-time, relevant work experienceOr relevant Master's Degree and 4+ years of full-time, relevant work experienceAt least 5-10 years of direct people management experience is requiredStrong service and leadership background requiredBroad experience with web-based computing services: Google Apps Premier Edition, Salesforce, Jira support tickets, CMS software, video / audio conferencing, etc.Experience with Microsoft Windows domain environment: Windows Server, Active Directory, Group Policy, WSUS, Hyper-V, LDAP, DHCP, license management, workstation imaging, Apple IOS-based PCs, mobile phonesExperience with office networking: routers, firewalls, switches, WAPs, Wi-Fi security, VLANs, subnets, site to site and client VPN, networked printing, networked securityExperience with PBX telephone concepts: PRI, SIP, VoIP, DID, ACD, IVR, CTI, voicemail, hot desking, remote calling. call bridges, Zoom, Teams, WEBEX type online meetingsExperience with collaboration software such as Teams or SlackOther Attributes That Will Help You In This Role:Previous experience working in fast paced, innovative environments a strong plusService focus: commitment to the success of the organization and the satisfaction of a diverse user base with a variety of needs and problems to solveStrong communication (written / verbal) and collaborations skills, desire to share knowledge and train a great team, ability to keep everyone focused on the same goalsOrganized: fastidious, detail-oriented, and committed to the highest work standardsAbility to work late and emergency hours when necessary to maintain high level of service, availability for contact around the clock in case of outages or emergenciesEnthusiasm and the flexibility to thrive in an entrepreneurial atmosphere of constant change and rapid growthPhysical RequirementsThis position does not have specific physical requirements. However, in some cases, the Director may have to move various types of equipment within the office or for shipping purposes.Management ResponsibilitiesIn this position, you will have two direct manager-level reports and will indirectly supervise a total of 35 employees 23 based in the US and 12 in Cape Town.Benefits & CultureOur 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. #NoBackRowWe offer comprehensive benefits (unique per country) and excellent work/life balance.Full-time, ZA benefits include:2 complimentary Getsmarter short courses per yearSubsidised medical aid with Discovery Health Medical Scheme4% 2U contribution towards Discovery Life Pension Fund and Group Risk BenefitEmployee Assistance Program (EAP)Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break2U 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. (NASDAQ: TWOU)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 edXedX is the education movement for restless learners and a leading global online learning platform from 2U, Inc. (Nasdaq: TWOU). 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/#NoBackRowThe 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.2U is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. 2U requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

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