At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.

Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.

As our End User Support Senior Manager, you will lead motivated teams of technicians on the Service Desk and Desktop Support teams as they provide innovative technology to Relativity’s employees, resolve day to day issues, and provide excellent customer support and problem resolution.

You will own all aspects of end user IT, including mobile devices, office AV equipment, desktops, laptops, and software licensing. Your skilled desktop support team will also maintain and support back office systems that directly support end users, such as Microsoft System Center Configuration Manager. You’ll also lead the charge in hiring new technicians and other roles to continue building great teams and implementing new internal support tools for your teams.

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.

Responsibilities

• Bring your passion for technology to the forefront, recognizing new gadgets, tools, and services that keep Relativity on the front line of technology changes to ensure we have the most secure, productive, and fun end user compute experiences
• Ensure your team members grow their careers through mentorship, training, stretch projects, and consistent improvement
• Work with the Compliance team to ensure existing needs are maintained and new initiatives provide security on par with, or better than, current solutions
• Develop strong relationships with customers and serve as an escalation point for problems
• Provide guidance around end user training and onboarding plans to increase the technical acumen across Relativity
• 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 resolving problems for all networked devices
• Prepare monthly metric reports and share them with the whole IT staff to show how well we are serving the needs of the business
• 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
• Develop and grow the function of end user computing for scale, quality, and customer centricity

Preferred Qualifications

• Previous experience working for a rapidly growing organization, preferably within the technology industry
• Proven ability to lead and grow strong teams
• Proven ability to mentor individuals and provide career coaching and guidance
• Knowledge of ITIL processes
• Knowledge of the major players in the ITSM software space
• General desktop support knowledge including hardware, software, and networking concepts
• Knowledge of virtualization and cloud concept
• Logical troubleshooting progression

Minimum 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
• 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

Supervisory and Management Responsibilities

• Directly accountable for end user hardware, software, and device support.
• Directly responsible for providing support and mentorship to the desktop support team, service desk team, and potentially other personnel.
• 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.

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from 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.