Help Desk Team Lead

ThriveDX (formerly known as HackerU) is the global leader in cybersecurity education, and an expert in providing cybersecurity training to upskill and reskill lifelong learners. Our teams are made up of military trained cyber experts, industry veterans and seasoned educators united to close the worldwide skills and talent gap in cybersecurity. 

Operating in two divisions – education and enterprise –  ThriveDX’s award-winning solutions exist to bridge the skills gap and impact the talent shortage in the cybersecurity and overall tech industry.

The Education sector partners with top-tier academic institutions, enterprises, and government branches globally to offer advanced, professional development programs in cybersecurity and digital technology. From top universities like University of Miami, University of Michigan, California State University and University of Chicago- we provide a turnkey solution that propels students into meaningful careers. Through these partnerships ThriveDX is working to uplift learners of all socio-economic backgrounds to close the global digital skills gap one student at a time.

The IT Help Desk Team Lead will spend approximately 20% of their time working on projects and 40% supporting SaaS applications and working Service desk tickets. This position collaborates with all levels of management within various departments to understand the current state, identify business requirements, and recommend technologies. The IIT Help Desk Team Lead works in a fast paced, dynamic environment and will be expected to prioritize and work multiple projects and tasks simultaneously.

Essential Functions  

• This position will implement and manage technical and SaaS solutions ensuring security and quality standards are achieved. 
• Provide support and administration of Azure, Intune, Azure Active Directory, Google, computer hardware, operating systems, and perform other job-related duties as required.
• Participate in project related work to deliver improvements in these areas.
• Learn about and assist with the support of other applications and platforms, to include solutions like Atlassian, AWS, GCP, Git.

Education and Experience 

To perform this job successfully, the IT Help Desk Team Lead must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 3-5 years experience leading onshore / offshore teams in a remote work environment
• 3-5 years experience with ITIL and managing Critical incidents
• 3-5 years experience implementing, administering, and supporting Azure AD, IAM, Intune, and M365
• 3-5 years experience with Atlassian products: Confluence, Jira Service Management, etc
• 3-5 years experience with endpoint security products.
• 2+ years experience with developing KPIs / SLAs and using those metrics to drive continuous improvement in the HelpDesk.
• 2+ years of experience integrating systems with Azure and deploying SSO + MFA.
• Experience managing DNS, SPF, DKIM.
• Experience troubleshooting in a multi-user high availability 24x7 environment.
• Experience in PC repair, troubleshooting and deployment (Windows and MAC).
• 3+ years experience developing and maintaining technical documentation in Confluence.
• Should have one or more of the following certifications: Azure, IAM, Intune or other industry relevant certifications related to Microsoft, Google, or AWS products.
• 2+ years experience working in an Agile environment, to include project management of resources on the HelpDesk team.
• 2+ years experience developing and driving process workflow improvement 
• 2+ years experience with Asset lifecycle management
• 2+ years experience vendor management

Preferred:

• • Experience administering Azure, AWS, Google, GCP.
  • Experience with domain registrars - GoDaddy Route53 Wix.
  • Experience one or more scripting languages, like PowerShell, Ansible, etc…
  • Experience automating workflows.
  • Experience with Modern Campus DestinyOne
  • Experience with budgeting
  • Experience deescalating heated conversations
  • Experience with SQL databases and queries

Core Values

Different is Good - At ThriveDX, we are a diverse, global family of lifelong learners, innovators, and education advocates.

Community is Everything - Passion, enthusiasm, and support is interwoven into the fabric of our growing community of lifelong learners.

We Courageously Make Change- We’re not afraid to ask the big questions and then work to create the solutions.

We deliver on our Promises - We hold ourselves accountable for all that we do, for every partner we serve and every learner we support.

Excellence is the only Option- Because we are passionate about education, technology, and advancement for our global community, we expect nothing but the very best from ourselves, our products, and the experiences we provide.

Our Offer

• Competitive benefits package: Medical, Dental ,Vision, 401k (employer match), Paid-time off, Volunteer Time off, 100% remote 

Your Success is our Success

If you are an exceptional team player who is ready to break down walls and forge into uncharted territories, if you want to lead a team of ambitious, passionate and like-minded individuals, then this role and this company is for you! 

If you are a Self-starter with a “deploy on day one” mindset who has the confidence and ability to bring substantial value to the organization on an immediate and continued basis, you are the perfect match for us. 

We are a group, a family, dedicated to changing-lives with a “Work hard – Play hard” attitude, who value individual contributions towards the collective goal and we cannot wait to meet the next member of our team! (and YES, we mean you)