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 at Vivi is pivotal in maintaining a world-class technology support ecosystem through the leadership of a globally dispersed team of support engineers. This role ensures effective and secure IT operations for internal teams and provides exceptional technical support to Vivi's global customer base. Responsibilities also include managing internal IT infrastructure and governance and overseeing aspects of cybersecurity relevant to internal IT operations and support functions. Key to success will be achieving targets for support quality and user satisfaction, and fostering a high performing, globally aligned team that effectively addresses both internal and external technology requirements.

IT Support Manager Responsibilities

• Support Functions

  • Oversee the daily operations of the global service desk, ensuring timely and effective resolution of all internal and external support requests, maintaining high levels of user satisfaction. 

  • Lead, mentor, and develop a high-performing global support staff, cultivating a collaborative and growth-oriented team culture. 

  • Continuously evaluate and optimize the support team's tools and systems, including ticketing platforms and self-service resources, to enhance efficiency and user experience. 

  • Deliver expert technical assistance to both customers and internal users, ensuring complex issues are resolved efficiently and effectively, minimizing disruption. 

  • Develop and maintain a comprehensive internal and external knowledge base and self-help systems, empowering users to find solutions and reducing support volume. 

  • Provide actionable feedback to the company based on support interactions, customer/employee satisfaction metrics, and behavioural trends, contributing valuable insights for strategic planning.

• IT Functions

  • Develop and implement a cohesive set of technical strategies that directly support Vivi's organizational goals and continuously improve service delivery across all IT functions. 

  • Manage and evolve Vivi's suite of internal IT tools, driving efficiency through direct ownership of core tools and strategic collaboration with department leaders on specialized solutions. 

  • Partner effectively with People & Culture (P&C) to streamline employee lifecycle management, including onboarding and offboarding IT processes, Identity and Access Management (IAM), and employee compliance training related to IT. 

  • Maintain and enforce IT policies, continuously evaluating emerging technology trends, applications, governance frameworks, and best practices to ensure Vivi's IT environment remains secure and effective. 

  • Ensure Vivi's IT infrastructure is consistently up-to-date and performing optimally, managing software updates, hardware upgrades, and guaranteeing all systems adhere to stringent security standards. 

  • Proactively ensure Vivi's IT infrastructure adheres to relevant security standards and regulations, implementing robust security policies, conducting regular audits, and staying ahead of emerging cyber threats. 

• Budget Management

  • Strategically allocate IT resources, balancing the need for innovative technology with budgetary constraints to maximize value and impact. 

  • Partner with stakeholders across the company to identify cost-effective IT solutions for business requirements, leading the IT component of the software and hardware procurement process to ensure optimal investments. 

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

• Managing people in different time zones

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)

Hybrid Work Schedule - Monday Wednesday Thursday in office, Tuesday and Friday work remotely

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.