Job Description

At OnDemand, our teachers and staff exist to do one thing well: help students and customers succeed. Every minute they spend coaxing a laptop back to life or waiting on a password reset is a minute taken from that work. Your job is to give those minutes back.

You’ll lead our 8-person front-line IT team. Think of it as the hotel concierge desk of our company: calm, quick, and a step ahead. We want you to bring AI into that team, not to replace good people, but so eight people can deliver the standard of a team twice their size, at a cost the CFO will smile about.

What You’ll Drive

1. Service Operations & Escalation Management: Lead, coach, and schedule an 8-person Service Desk and Desktop Support team across hotline, chat, walk-in, and on-site channels. Own full-lifecycle Incident, Request, and Access Management (Joiner, Mover, Leaver processes) with strict SLA attainment and clear escalation paths. Execute rapid