Manager of IT Services, Guild Education
$100-118.8k
+Stock options
Upskilling and education platform for America's workforce
Be an early applicant
Upskilling and education platform for America's workforce
1001+ employees
Be an early applicant
$100-118.8k
+Stock options
1001+ employees
Company mission
To unlock opportunity for America’s workforce through education and upskilling.
Role
Who you are
- 3-5 years of IT management experience preferred
- Experience managing MacOS & Windows remote endpoints
- Knowledge of Jamf, Intune, Google Workspace, and Okta required
- Salesforce Administration experience preferred
- Data driven decision maker
- Strong customer service focus and ability to interact with anyone at all levels of Guild
What the job involves
- Guild is hiring a Manager, IT Services, in this role you will lead a dedicated team responsible for IT support and asset management, while ensuring seamless productivity across a broad range of business tools
- Your role is pivotal in maintaining and continuously improving our technical services
- You will oversee day-to-day operations, including managing IT ticketing systems, optimizing service levels, and acting as an escalation point when needed
- You will drive efficiency by collaborating with stakeholders to maintain and enhance our internal systems
- Your leadership will be key in coaching and guiding your team to deliver solutions that align with the organization’s needs
- Lead and manage the daily operations of the IT Services teams, providing direction, guidance, and oversight to IT Service Desk Support Analysts
- Collaborate cross-functionally to ensure our support processes are in alignment with engineering, product, business operations and other Guild teams
- Track ongoing priorities and the team's progress within a designated period to ensure deadlines are hit in our ticketing system
- Develop, implement, and maintain KPIs for Service Desk in order to provide high-quality service to Guild Employees, both on-site and remote
- Actively coach, train, and mentor team members in technical skills, customer service, and IT best practices
- Provide career guidance and development opportunities to all SD team members
- Manage the team’s workload, deliverables, and escalations
- Support the team with employee lifecycle considerations (onboarding, offboarding, and department transfers)
- Create and maintain documentation for internal tasks and procedures
- Ensure all SLAs are kept up to date, through regular review and collaboration with leadership, and met by the team
- Manage vendor relationships and monitor/audit the usage of Guild’s tools
- Facilitate regular status meetings with stakeholders as needed
- Participate in staff recruitment and retention activities
Our take
The recruitment process can be the most costly element of a company's operation, with future-proof skillset requirements resulting in the hiring of staff for niche tasks. Many existing employees of a company could have the potential to fill talent gaps and prevent the need for a new hire, but they often lack the training for such roles. Helping to solve this problem, Guild Education helps employers partner with nonprofit universities to train staff across a variety of subject matters, including high school completion programs, vocational opportunities, and enrollment in higher education.
As professional development is a strong employer benefit, Guild Education also pitches itself as a perk for employees, aiming to increase retention and worker satisfaction. By solving two major problems - a skills shortage and worker retention, it has gained large companies such as Chipotle, Target, Hilton and PepsiCo as corporate clients.
Having recently closed a Series F financing round led by Wellington Management and with participation from Oprah Winfrey, Guild Education will use this funding to further develop its healthcare and financial services learning modules, and increase its offering to workers by exploring new ways to lower the barriers to learning, for instance through childcare solutions and financial wellness tools.
Freddie
Company Specialist
Insights
Company
Funding (last 2 of 7 rounds)
Jun 2022
$265m
SERIES F
Jun 2021
$150m
SERIES E
Total funding: $643.5m
Company benefits
- Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
- Access to a 401k to help save for the future
- Open vacation policy for employees to rest and recharge
- 8 days of fully-paid sick leave, to take the time to heal and or recover
- Family-friendly benefits, including 12 weeks of parental leave for non-birthing parents and 18-20 weeks for birthing parents; 4-week ramp-up period for when employees return from a leave of 6 weeks or more; as well as employer-paid short-term and long-term disability, employer-sponsored life insurance, fertility and caregiving benefits
- Well-rounded wellness benefits including free and low cost mental health resources and financial wellbeing support services
- Education benefits and tuition assistance to help your future development and growth
Company values
- Nurture a learner’s mindset
- Create belonging
- Be teammates
- Build shared success
Company HQ
Central Business District, Denver, CO
Articles
Leadership
Rachel Carlson
(CEO)Prior to co-founding Guild Education, was founder and CEO of Blueprint. Before that was a Director at American Honours and an Associate with The Parthenon Group.
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