Manager, Internal Technology

  • Location: Krakow
  • Department: Internal Technology
  • Work Status: Full-time

Overview

At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.

Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.

As a Manager, IT, you will be responsible for building out the IT capability in Krakow. You’ll help build out and lead motivated teams of technicians spanning our Desktop Support, Business Systems & Applications, and IT Operations teams as they provide innovative technical solutions to Relativity’s employees, resolve day to day issues, and provide excellent customer support and problem resolution.  
 
Responsible for all aspects of end-user IT, including mobile devices, office AV equipment, desktops, laptops, and software licensing. You will ensure the security of data, network access and backup systems. You will act in alignment with user needs and system functionality that aligns with organizational policies. You will identify problematic areas and implement strategic solutions in time. You will preserve physical assets while ensuring information security. 
 
Responsible for health (e.g., lifecycle of custom fields, workflows, permission schemes and security levels, record types and page layouts, etc.), minor enhancements (e.g., workflow alerts, picklist values, page layouts, data loads, testing/quality assurance, etc.) and maintenance (e.g., application restarts, data retention, add-ons, access requests, etc.) of our core IT software systems.  
 
In this role, you will need to handle all planning for the team in Krakow, which will require close collaboration with the HR team in Krakow and IT leadership team to ensure clear communication and alignment. You will also be responsible for learning the existing IT operating model and implementing best practices for the Krakow team to source and execute on work. 
 
As a strong leader, you will challenge your team to grow their careers and provide mentorship. You will ensure service level agreements are in place and key performance indicators are well defined and remain within designated ranges as Relativity continues to grow. 

Role Responsibilities:

  • Work with IT leadership team to learn and implement IT’s operating model in Krakow, including what work the Krakow team will be doing, how they will work (e.g. project-based work vs. Agile squad-based work), and how work will be sourced from the Chicago team and internal customers 
  • Work with HR to determine skillsets best suited for Krakow in the long-term, and then develop a people strategy to build/borrow/buy these skillsets 
  • Hire, onboard, and manage new IT resources in Krakow  
  • Prepare monthly metric reports and share them with the whole IT staff to show success metrics detailing how well we are serving the needs of the business 
  • Bring your passion for technology to the forefront, recognizing new technologies, tools, and services that keep Relativity productive and secure when using the technologies, we offer and support 
  • Ensure your team members grow their careers through mentorship, constructive feedback, development plans, training, stretch projects, and continual improvement 
  • Become a member of the IT leadership team; expected to contribute to department-wide goals, e.g. making IT better for Relativity, Key Imperatives (KIs), IT annual initiatives 
  • On an ongoing basis, work closely with IT and Krakow leadership teams to ensure alignment with the company vision and strategy 
  • Provide guidance around end-user training and onboarding plans to increase the technical acumen across Relativity 
  • Develop new or enhance existing processes and systems to ensure continued high service-level expectations are met and exceeded 
  • Assist your teams in troubleshooting and resolving problems for all networked devices  
  • Maintain accurate software and hardware inventory and ensure compliance reports are generated, reviewed, and approved in a timely manner 
  • Assist technicians to manage their time and priorities to ensure excellent end user support 
  • Collaborate with internal IT squads and stakeholders to innovate and/or automate IT team processes 

Supervision:

  • Ability to work successfully and collaboratively with a remote team 
  • Direct responsibility for IT team in Krakow, including performance management, career development, attendance/PTO, and direction setting/delegation of tasks 
  • Manage Krakow IT strategy and day-to-day operations 
  • As needed, perform project management and manage non-direct resources within projects 
  • Directly accountable for end user hardware, software, and device support 
  • Directly responsible for providing support and mentorship to the Krakow-based Desktop Support, Business Systems & Applications, and IT Operations teams 
  • Responsible for keeping SLAs and KPIs within agreed-upon ranges 
  • Has insight and lends guidance around the overall IT budget, including software, hardware, professional services, and personnel expenses, specifically responsible for end user hardware and software purchased. 
  • Manage team’s attendance, on-call rotations, and PTO requests 
  • Prepare performance reviews 
  • Manage the activities of on-site and off-site consultants, as necessary 

Preferred qualifications:

  • Previous experience working for a rapidly growing organization, preferably within the technology industry 
  • Knowledge of ITIL processes, ITIL certification preferred 
  • BA/BS, preferably in computer, business, or engineering-related fields 
  • Minimum 5 years of management experience in a dynamic technology environment; direct people management preferred 
  • Expected to have held a similar role building teams, setting direction, and collaborating on strategy and execution within a technology environment 
  • Familiarity with Agile project management  
  • Familiarity with IT Product Management 
  • Must be equally capable of managing people and technology 
  • Proven ability to manage multiple parallel projects, with strong teamwork and partnering skills for cross-group collaboration 
  • Must be a self-starter, creative, high energy, and comfortable working in a start-up paced software company 
  • Enthusiasm for technology, systems, and customer support 
  • Ability to delegate, mentor, and support technology staff 
  • General desktop support knowledge including hardware, software, and networking concepts 
  • Knowledge of virtualization and cloud concept 
  • Logical troubleshooting progression 
  • Strategic problem-solving skills and experience 
  • Excellent communication skills 
  • Ability to work successfully and collaboratively with a remote team 
  • Working knowledge of software development life-cycle (SDLC) process and software design

Minimum qualifications:

  • 3 years of management of at least one IT Team, leading at least 5 direct reports 
  • 10 years of experience in IT in roles of increasing responsibility 
  • Enthusiasm for technology, systems, and customer support 
  • Ability to work in a fast-paced environment and adapt quickly to change  
  • Analytical problem-solving abilities 
  • Excellent interpersonal and teamwork skills 
  • Strong written and verbal communication skills 
  • ITIL foundations certification 

About Relativity

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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