IT and LMS Administrator

IT and LMS ADMINISTRATOR

Overview

We are seeking a versatile and highly technical IT + LMS Administrator to serve as the technological backbone of Kotter. This dual‑focus role combines the strategic architecture of our learning environments with the tactical management of our internal IT operations. You will act as the primary architect of our online learning experience, owning the Thought Industries (TI) instance, while simultaneously serving as the primary point of contact for internal technology operations and managing the relationship with our external IT Managed Service Provider (MSP).

The ideal candidate will possess a deep understanding of the TI native environment and will be responsible for building sophisticated panoramas, managing complex user permissions, and ensuring a seamless tech stack integration with tools like Hub Spot and Stripe. Your goal is to create a world‑class, scalable learning experience that drives engagement and business growth. To balance this strategic work, you will also serve as the bridge between our staff’s immediate needs and high‑level technical support.

You will manage the relationship with our external Managed Service Provider (MSP) and handle day‑to‑day tactical IT needs, including boots on the ground management of physical equipment and hardware setups in our Cambridge HQ. This role is Remote with a strong preference for candidates in WA, MA, DC, NY, IL, TN, TX.

• Platform Architecture + Strategy: Lead the strategic design of the Thought Industries instance, ensuring the site structure aligns with long‑term business goals and user experience best practices.
• Panorama Design + Implementation: Build and manage multi‑tenant environments for large clients and our partner network, ensuring seamless user experience, content access, and reporting for each.
• Content + Course Management: Oversee the ingestion and organization of learning assets, including SCORM files exported from Articulate Rise, video content, and interactive assessments.
• User + Permissions Governance: Design and maintain complex user flows, registration groups, and permission levels to ensure data security and a frictionless learner journey.
• Systems Integration: Manage and troubleshoot the flow of data between the LMS and our broader tech stack, including Hub Spot (CRM), Zapier, Jotform, and Stripe.
• Credentialing + Certification: Implement and manage digital badging workflows through Credly to enhance learner value and recognition.
• Data + Analytics: Design custom reports and executive dashboards within Thought Industries to track KPIs, learner progress, and revenue impact.
• Advanced Troubleshooting: Serve as the Tier 3 technical lead for all platform issues, resolving complex bugs, API discrepancies, or display errors.

• MSP Management: Act as the primary owner of the MSP relationship, triaging high‑level issues to them and holding them accountable for SLAs and strategic deliverables.
• Tier 1 Support: Serve as the first line of defense for staff IT issues via Slack/Email (password resets, basic troubleshooting) before escalating complex tickets to the MSP.
• On‑Site Hardware Management: Physically provision, set up, and ship laptops (Mac) for new hires and handle asset recovery. Occasionally serve as boots on the ground in the Cambridge HQ to manage physical network equipment.
• Platform & Access Administration: Manage access permissions, user accounts, groups, shared drives, and security settings within Google Workspace as well as our core technology stack.
• Compliance Tasks: Execute routine compliance checklists provided by the MSP (e.g., verifying user lists, checking backups), and setup relevant platforms (e.g., VPN).
• Systems Monitoring: Conduct weekly/monthly health checks of essential business automations and integrations (e.g., Zapier error logs, Hub Spot integrations). Review GAT (General Audit Tool) reports monthly to identify and flag unusual data activity or dormant accounts.
• Evolving Systems + Platforms: Help support the identification, configuration, and adoption of new platforms and systems (in partnership with internal subject matter experts, vendors, and…