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 US Department of Justice, 198 of top 200 US law firms, and more than 70 Fortune 100 companies are among the 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, authentic self to our team. 

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. We don’t believe in ‘ideal’ candidates, so if you see a job that sparks your interest, go for it. Wherever you’re from, however you identify, and whatever experience you have, you can belong at Relativity.

This is a key leadership role within the IT Infrastructure and Operations organization, and as the Senior Manager, End User Support you are responsible for a wide range of solutions that enable all employees to be productive through intuitive and user-centric services. We are at the forefront of technology in the software industry, and our end users demand the best technology and solutions to continue our rapid growth through great collaboration, industry leading service levels, and amazing technology. Some of our current tech stack includes Zoom, Office365, Okta, Carbon Black, and areas we are looking into for future growth are VR office spaces and headsets, zero touch deployments, and zero trust networks.

You are a leader who embraces, researches, and promotes a modern workplace that allows people to perform their roles effectively and securely from anywhere at any time, using the best of secure technology. The successful candidate will have solid leadership skills and experience growing and developing an end user computing services team, i.e. defining procedures, setting service standards, defining SLAs, etc. The role requires a self-starter with strong technical knowledge, but equally focused on customer service, continuous improvement, and optimizing the global support model. 

Responsibilities

• Continuously measure, monitor and improve key ITSM and Support processes. This includes reporting on key metrics and process compliance to management. 
• Provide leadership around the data we maintain and leverage in our processes. Ensure our data is accurate and usable. This includes items such an accurate software and hardware inventory to ensure compliance reports are generated, reviewed, and approved in a timely manner.
• Rollout process improvements and automation opportunities to keep improving service levels. 
• Build a world-class support team that knows how to prioritize work, grow their careers, and provide quality solutions. 
• Provide leadership across IT globally to ensure connectedness in our IT operating model. 
• Develop and grow the function of end user computing for scale, security, quality, and customer centricity. 
•  Bring your passion for technology to the forefront and define a roadmap that keeps Relativity on the front line of technology changes to ensure we have the most secure, efficient, productive, and fun end user compute experiences. Work with internal IT squads and stakeholders to prioritize and execute the roadmap.
• Develop strong relationships with customers and serve as an escalation point for incidents and problems. 
• Provide guidance around end user training and onboarding plans to increase the technical acumen across Relativity.

Preferred Qualifications

• Previous experience working for a rapidly growing organization within the technology industry 
• Track record of recruiting and building strong teams, offering career development and seeding the rest of IT and the business with top talent 
• Able to analyze an environment and creatively offer new ways to use our people, process and technology in a collaborative and business like manner – eg designing and presenting ideas to win to executives and IT leaders as well as internal customers 
• General desktop support knowledge including hardware, software, networking, virtualization and cloud concepts 
• ITIL foundations certification 

Qualifications

• 3 years of management of at least one IT Team, leading at least 10 reports 
• 10 years of experience in IT in roles of increasing responsibility 
• Familiarity with agile processes and rituals 
• Passionate about the productivity of your colleagues and making them successful with tools and technology that enables rather than frustrates them 
• Ability to work in a fast-paced environment and adapt quickly to change
• Knowledge of ITIL processes 

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, and we’re always looking for people to join us on the journey.

Relativity is a team of smart, passionate people always looking to grow, contribute, and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they’re empowered to be their full, authentic selves, regardless how you identify. 

So, please come as you are. We can’t wait to meet 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.