Location: Krakow, Poland (  possible: 4 days in the office and 1 remotely)

Overview:

To perform this role, you need to have practical skills and knowledge of various corporate IT solutions, software, and industry standards. You will co-ordinate between 3 teams providing around the clock support for on-prem and AWS cloud systems. This role also involves a combination of about 20% technical and 80% people management tasks, which require you to lead a team of highly skilled IT support engineers who provide IT support services on the ground.

Responsibilities:

• Oversee the execution of our IT Support contracts for our customers by dividing them into weekly segments, delegating tasks to team members, planning according to dependencies, monitoring the progress, and ensuring timely completion.
• Make sure that the IT Operations knowledge base has up-to-date and accurate documentation of the procedures and best practices, and that they are adhered to/
• Evaluate the quality of the work done by team members to provide support for their ongoing development and their advancement in becoming experts in their fields.
• Take an active managerial role in resolving issues that are urgent, overdue, or high-priority by bridging the gaps, speeding up the solutions, enhancing the communication, and thus increasing the end-user satisfaction.
• Monitor the team's workload during daily and weekly meetings, set priorities, provide technical advice, coach professional growth, and give constructive feedbacks to help any team member overcome their weaknesses
• Participate in our support handover meetings between time zones.
• Work with team members and keep track of their project assignments to ensure support tickets are sorted and solved according to the published SLAs.
• Prepare and present a Monthly report to our customers, for achievements made and reporting KPIs/SLIs.
• Be part of our recruitment process for onboarding technical staff to the company. Interviewing candidates for various roles, explaining about our company, and co-ordination of technical interviews with other staff.

Skills and the experience required:

• Proven experience as IT Operations Manager or similar role in IT service delivery
• Good knowledge of cloud and on-prem technologies
• Experience providing L1/L2/L3 IT support via a ticketing system, ie Jira
• Experience in managing a team of at least 5 individuals, being responsible for both managerial and technical work
• Capable of working on your own and handling stress on multiple simultaneous projects or urgent assignments
• Excellent communication and leadership skills, with the ability to manage multiple projects and teams
• Problem-solving aptitude and analytical thinking, with the ability to troubleshoot issues and identify root causes
• Experience in interviews & hiring

Will be a plus:

• Experience with the administration of Atlassian products, Virtualization technologies, and scripting languages.
• Hands-on experience as a Windows and Linux system administrator, including a solid understanding of the Linux file system, DNS, and SSL.
• Architectural knowledge of AWS.

About the Company:

Kolomolo, a global supplier of software engineering and IT outsourcing services, is looking for a IT Support Manager.

While Kolomolo is a pillar of strength, we shatter the corporate mold. Think agile teams, generous autonomy, and a remote & asynchronous ethos.

We're also big on work-life harmony, inspired by Scandinavian values.

Curious?

Dive deeper into Kolomolo's Career Portal.

What We Offer:

• Competitive salary and benefits.
• A dynamic, collaborative, and growth-oriented work environment.
• Opportunities for career advancement and continuous learning.

What makes us different from other companies?

We prioritize learning and development, and we recognize and reward hard work and intelligence. We treat our staff with respect and trust, giving them responsibilities and seldom checking up on them. We prefer agile ways of working, minimizing unnecessary management and bureaucracy.

Our team is made up of passionate and knowledgeable individuals who love what they do and are always eager to help each other. But it's not all work and no play at our company!

We believe in a healthy work-life balance and foster a fun and inclusive culture.

Join us and be part of a dynamic team that encourages continuous learning, rewards hard work, and values a fun and inclusive work culture. Take your career to new heights with us as, where you'll have the opportunity to work with cutting-edge technologies, align your work with your passions, and be part of a team that truly values your contributions.

Apply now and let's embark on an exciting journey of learning, achievements, and camaraderie together!

Cheers to a fulfilling and rewarding career with us!