Manager (IT Operations)

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 000PLN

The 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 Management