Manager, Internal Technology

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

Overview

We are Relativity. A market-leading, global tech company that equips legal professionals with a powerful platform to organize data, discover the truth, and act on it.  The U.S. Department of Justice, 198 of top 200 U.S. law firms, and more than 70 Fortune 100 companies are among our customers who trust Relativity during litigation, internal investigations, and compliance projects.
 
Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole self to our team atmosphere.
 
Join us in the transformation of the legal industry and play a pivotal role in shaping the future of the practice of law and beyond.

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  
  • 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 developing solutions for our SaaS platforms (e.g. Salesforce, Workday, Office365, Atlassian products)  
  • In partnership with the other IT leaders, develop strategy and plans for IT Infrastructure and SaaS Platform services upon which we run the majority of our business 
  • 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 
  • Develop a unique point of view of the needs of the Krakow and London offices for employee productivity and bring that knowledge to IT strategy and planning  
  • 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 
  • 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 
  • Specific experience in working in SaaS platforms such as Salesforce, Workday or similar or managing employees with technical skills aligned to such platforms 
  • 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 
  • Specific desktop support knowledge including hardware, software, and networking concepts 
  • Knowledge of virtualization and cloud concepts 
  • 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 lifecycle (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

At Relativity, we live our core values and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We seek professionals that will bring their authentic and unique experiences to our teams.   We understand career choices are a big decision, and we thank you for considering Relativity.   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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