Posting Type
Hybrid
Job Overview
The Manager, IT Operations is responsible for overseeing IT operations in Kraków, including managing staff and serving as the primary point of contact for all local IT interactions. This role provides technical, policy, and procedural guidance to team members on the IT Service Desk team. The Manager ensures ticket queues are monitored, scrubbed, and resolved promptly, balancing workloads and reassigning tasks as needed. Additional responsibilities include driving departmental goals, monitoring KPIs, and fostering professional development through coaching and feedback.Job Description and Requirements
Responsibilities
Oversee team performance to ensure timely, high-quality completion of tasks and projects.
Collaborate with global resources to manage support operations effectively.
Monitor ticket queues, update customers, and ensure accurate documentation for reporting.
Adjust staff schedules dynamically to meet service level objectives.
Manage toward IT Operations KPIs and enforce policies and procedures.
Provide excellent customer service through designated communication channels.
Apply company policies across teams and translate business objectives into actionable plans.
Coach and develop employees to enhance technical and organizational skills.
Serve as escalation point for troubleshooting and ensure resolution of complex issues.
Forecast future IT operations needs based on infrastructure demand and development roadmaps.
Minimal on-call shifts may be required.
Minimum Qualifications
Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
2–4 years of management experience in a technical support environment.
Preferred Qualifications
2–4 years of support leadership experience.
Customer-focused mindset with strong communication skills.
Experience with service desk metrics and ITIL standards; ITIL Foundations certification is a plus.
Ability to manage multiple tasks and projects effectively.
Experience leading highly technical teams.
Travel Requirements
Up to 10% travel as needed.
Relativity is committed to competitive, fair, and equitable compensation practices.
This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.
The expected salary range for this role is between following values:
227 000 and 341 000PLNThe final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.
Suggested Skills:
Disaster Recovery (DR), Information Technology (IT) Infrastructure, Information Technology Operations, Network Management, Problem Management, Process Improvements, Project Management, System Administration, Technical Support, Vendor ManagementTop Skills
What We Do
At Relativity, we build innovative and comprehensive tools for making sense of unstructured data. When more people can find the facts in mountains of documents, emails, and texts, more legal and data-centric matters can be resolved equitably. Join us in our mission to help our customers organize data, discover the truth, and act on it.
Relativity makes software to help users organize data, discover the truth and act on it. Its SaaS product, RelativityOne, manages large volumes of data and quickly identifies key issues during litigation and internal investigations. Relativity has more than 300,000 users in approximately 40 countries serving thousands of organizations globally primarily in legal, financial services and government sectors, including the U.S. Department of Justice and 198 of the Am Law 200.
Relativity does not tolerate racism or discrimination of any kind. We do not accept unfair treatment of any person or group of people. We’re committed to advocating for change to make our world a more inclusive, just place.
Why Work With Us
We believe in our team members and we want to help you own your career as part of a community of values-driven people who help customers around the world solve complex data challenges. At Relativity, you’ll take on challenging work, but you’ll also partner with talented colleagues and pursue plenty of learning and development opportunities.
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