Who we are:
MasterClass is transforming online education by enabling anyone in the world to learn from the very best. We are deconstructing what makes an actor able to cry on demand, how an athlete defies gravity, and what it takes to write a bestseller. Our online learning content is available to students anywhere anytime, which supports our mission to ignite the greatness in others.
We are a quickly growing VC-funded startup based in San Francisco, with additional offices in Los Angeles. We have created online classes taught by famous masters— Gordon Ramsay, Serena Williams, Neil deGrasse Tyson, Sara Blakely, David Sedaris, Bobbi Brown, Timbaland, Anna Wintour and many more to come.
Since launching in 2015, we have been growing our team.
Apply now to find out more about what we are doing behind the scenes.
What we are looking for:
MasterClass’ IT Support Manager role will report to the Director of IT and be responsible for the oversight and functionality of the IT Team’s ticketing tools and management of the Post-Production Technician and/or IT Support roles.
This role will require both technical expertise as well as the ability to lead, mentor, and manage.
Daily tasks will include taking high-tier tickets and monitoring the triage ticket queue, project planning, and accountability for their reports’ direct OKRs and KPIs.
If you love working at a high growth start-up pace, working to solve technical problems, and are a thought and decision leader within a growing organization this role might be perfect for you.
- Provide support and guidance to stakeholders via help desk
- Act as the highest escalation point for the employee base regarding support functions
- Conceptualize, develop, and lead projects focused on driving operational excellence while also leveraging automation to improve efficiency and security in our Support Operations
- Establish best practices and policies for inventory, ordering, and asset management
- Oversee user on and offboarding tasks
- Develop and implement operational standards, processes, and documentation
- Control costs and budgets regarding IT Support systems
Responsibilities of the role:
- Organization
- Prioritization
- Technical Aptitude
Requirements:
- Professional and approachable demeanor
- Clear, calm communicator
- Ability to critically think about existing processes and create better ways to execute them
- Proven ability to lead and manage projects and personnel
- 5-10 years experience within Information Technology
- Experience with Ticketing Management Systems and automation
- Experience with Configuring and Integrating Business Applications and Services