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 HubSpot 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.

Key LMS Responsibilities

• 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 HubSpot (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.

Key IT Responsibilities

• 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, HubSpot 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 the external MSP).

Additional duties as assigned.

Qualifications

• Bachelor’s Degree in IT, Learning Technologies, Systems Administration or similar concentration or equivalent practical experience required.
• Certified Thought Industries Administrator with a minimum of 5 years of hands-on experience specifically designing and managing environments within the Thought Industries platform. (This is non-negotiable).
• 3-5 Years working experience and administration skills with computers, computer systems, servers, networks, SaaS-based services, and other technical systems
• Familiar with IT security systems, procedures, and policies
• Proven experience with SCORM/xAPI standards and integrating LMS platforms with third-party tools via Zapier or native connectors.
• Preferred experience working within a Training Services or Customer Education business model (e.g. selling training as a product).
• Proven experience managing Google Workspace administration, LastPass, and physical hardware logistics (Mac imaging and inventory)
• Experience being the primary IT administrator of a growing company preferred.
• Ability to manage external vendors (MSP) and interpret SLAs to ensure accountability while managing escalations as necessary
• Kotter does not typically provide immigration-related assistance, including employment-based work visa (e.g. H-1B) sponsorship, work permit applications and extensions, permanent residence (green card) sponsorship, or permanent residency nominations. Candidates must ensure they have legal authorization to work in the U.S. without the need for sponsorship, now or anytime in the future.

Success Factors

• Strong ability to translate raw data into actionable insights using TI’s reporting suite.
• Exceptional troubleshooting skills with a "find a way" attitude toward technical constraints.
• Meticulous approach to configuration and data integrity, with an ability to understand how individual changes impact the broader ecosystem.
• Strong project management and prioritization skills to effectively handle multiple initiatives and deadlines in a fast-paced environment.
• Excellent communication across technical and non-technical teams, acting as a translator between engineering requirements and business goals.
• Must possess a high level of professionalism and interpersonal skills so as to be able to work well with employees at all levels within the organization and maintain all information in the strictest of confidence. 

The Current Stack You Will Work With:

• IT Core: Roughly 50 platforms including Google Workspace, Microsoft365, Zoom, Slack, LastPass, Asana, Wordpress, Canva, Expensify, Resource Management (Smartsheet), Miro, Qwilr, Adobe Creative Cloud, Greenhouse, Backblaze, etc.
• LMS: Thought Industries (Certified Admin required)
• Authoring: Articulate Rise
• CRM/Marketing: HubSpot
• Automation: Zapier
• Forms/Data: Jotform
• Digital Badging: Credly
• Payments: Stripe

ADA & Physical Requirements | Accessibility Commitment

Kotter is committed to providing equal employment opportunities and reasonable accommodations to qualified individuals with disabilities in all aspects of employment.

Physical Requirements

• This role primarily requires:
• The ability to communicate effectively in person, over video, and via digital platforms.
• The ability to operate standard office equipment (computer, phone, video conferencing tools).
• Infrequent travel (up to 10%) for on-site maintenance or troubleshooting, attendance of internal workshops, and events, which may involve extended periods of sitting, standing, or presenting.
• Ability to maneuver around an office environment and walk, stand, sit, bend, stoop, squat, and stretch to fulfill tasks. Must have finger dexterity to be able to operate office equipment.
• Comfortable lifting heavy objects up to 25 lbs

Reports to

Director of Marketing

This role will require extensive collaboration with the Head of Training and Operations.

Base Salary

$90-110K

Comprehensive benefits package including medical, dental, and vision coverage, 401(k), unlimited paid time off, and professional development opportunities.

Location

Remote