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Manager, IT



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5-7 Years
2 months ago
76 Viewed
11 Applied

Job Description

Company Overview

Planview has one mission: to build the future of connected work, from ideas to impact.

As the global leader in work and resource management, Planview helps organizations accelerate the achievement of what matters most, supporting our customers from need to speed, from passion to progress, and from overhead to optimization. We provide the industry's most comprehensive solutions designed for strategic planning, portfolio and resource management, Lean and Agile delivery, product portfolio management, capability, and technology management (enterprise architecture), innovation management, and collaborative work and project management. Our connected platform of solutions underpins the business and digital transformations of more than 4,500 customers globally, including 59 of the Fortune 100.

At Planview, our people connections drive our innovation and success. Our global team of 1400+ work remotely and across our offices including Austin, Vancouver, Hod Hasharon, Bangalore, Sydney, and Stockholm. We're proud of our world-class, connected culture built on our shared values, that supports our teams to be successful from anywhere.

Learn more about our portfolio at , and connect with us on LinkedIn, Instagram , and Twitter .

The Opportunity

The role entails overseeing the Planview Service Desk and corporate systems, leading a global team of around 15 support staff, system administrators, and engineers. This team is responsible for user and application support, IT service desk, and VIP support operations across different time zones.

The Manager, Global IT oversees critical incident management, liaising with resolution teams, and ensuring clear communication for post-incident analysis. This position demands accountability for service delivery outcomes, exceeding customer expectations, and managing future service requirements.

What You'll Do

  • IT Planning and Administration:
    • Participates in the annual IT budgeting process and contributes to the strategic and operational planning.
    • Assesses and forecasts the time, resources, and costs needed for proposed technology implementations. Prioritizes and allocates resources within the annual plan, adjusting for business priorities and unanticipated requests.
    • Regularly evaluates the effectiveness of technology, aligning it with Planview's dynamic needs and technological advancements, and supports planning for technology upgrades and decommissioning.
    • In collaboration with IT leadership, develops and enforces technology policies, standards, and guidelines.
    • Ensures the technology department is well-equipped with the necessary tools to deliver suitable technology solutions aligned with organizational needs.
    • Manages ongoing vendor relationships for product and service supply.
    • Assists in defining hardware requirements for user departments.
Human Resource Management:

  • Aids in managing IT roles and refining functions to ensure robust and continuous system and client support.
  • Assists in human resource planning, including staff acquisition, development, transition, and succession planning.
  • Ensures staff receive ongoing training to maintain skill relevance to business needs.
  • Conducts performance evaluations and one-on-one meetings with direct reports.
  • Oversees the recruitment process for Systems Administration and Service staff.
  • Allocates resources effectively to meet service level expectations.

Service Delivery:

  • Ensures high-performance service support functions, including IT Service Desk, Desktop Support, and second-line support, are maintained.
  • Oversees the Incident, Request, Change, and Escalation processes, guaranteeing high levels of performance, accurate reporting, and initiating service improvement activities as needed.
  • Assumes ownership of major incidents, coordinating resolution parties, communicating effectively with stakeholders, and conducting post-incident reviews.
  • Monitors and supports service delivery, ensuring adherence to systems, methodologies, and procedures.
  • Is accountable for service quality and performance, incorporating future demand into capacity plans for all associated systems.
  • Manages internal and third-party service review meetings to discuss performance, service improvements, quality, and processes.
  • Provides excellent Presentation and Audio-Visual support, maintaining meeting room technology to high standards and routinely checking for high availability.
  • Ensures effective training services for staff to utilize meeting room and collaboration technology efficiently.
  • Leads the service team to continuously enhance the desktop computing environment.
  • Manages the desktop computing environment, ensuring devices such as laptops and PCs are maintained to high standards of performance and security.
  • Ensures timely and effective application of patches and antivirus updates.

What You'll Bring

  • The successful candidate should have the following:
    • Excellent communication skills, both written and verbal,
    • Strong interpersonal skills with the ability to communicate with vendors and all levels of user management and Information Technology personnel.
    • Strong leadership skills, with an emphasis on managing all individuals within a team.
    • Strong analytical and strategic thinking skills.
    • Sound judgment and ability to effectively problem solve as required.
    • Ability to work under pressure and handle multiple tasks.
    • Excellent project management skills.
    • Highly organized and able to multitask effectively and work under changing priorities.
    • Ability to comprehend complex and sometimes un-defined technology problems and to resolve them quickly by clear, logical analysis of their key factors.
    • Ability to create imaginative and practical solutions to technology problems and to select the most appropriate technology for the purpose while meeting corporate IT standards.
    • Ability to make numerous, daily decisions regarding the use of hardware/system and human resources to best utilize them to address changing priorities.
    • Ability to identify process requirements and implement solutions to service delivery bottlenecks.
    • Self-motivated to remain current in emerging technologies and industry standards.
    • Ability to understand network structures and computer systems at a big picture level and can communicate that to others.

  • 5+ years experience and proven expertise in the successful determination, review, and implementation of technology in a corporate environment.
  • Successful completion of degree/diploma relating to computer systems and or technologies from an accredited university or institute of technology or equivalent.
  • Demonstrated experience in managing a group of more than 10 people.
  • Current knowledge of computer systems, communications systems and other technologies, methodologies, and standards.
  • Strong technology skills in all areas needing support at Planview (e.g. Azure Cloud, Microsoft operating systems and software)
  • Experience and understanding of the challenges of scheduling resources in a 7 X 24 environment

Benefits At Planview

At Planview, you'll join our global team and culture which reflects the vibrant communities in which our employees live and work. To support you at Planview, you will enjoy:

  • Unplugged Days: 4 company-wide paid days off per year to recharge and relax.
  • Generous PTO offerings (region dependent).
  • Region specific competitive benefit plans to support you at any life stage including parental leave, retirement, medical plans, wellness support, and remote work support.
  • Paid time to volunteer through Planview's Force for Good Week.
  • Employee Referral bonus program.
  • Weekly office lunches for hybrid team members and social events.
  • Flexible work hours/environment.

Now is a great time to join our team. If you are looking for a place to grow your career, innovate with best-in-class solutions, and build the future of connected work, Planview is the right place for you!

Equal Employment Opportunity at Planview

Planview is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status. As part of our efforts to build a diverse workforce, we encourage applications from Indigenous, Black, and other racialized communities, 2SLGBTQIA+ communities, people with neurodivergence, immigrants, people with disabilities, and other equity deserving groups. In addition to building a diverse workforce, we are committed to fostering an inclusive and accessible experience.

Reasonable accommodations for the interview process can be requested by emailing [Confidential Information] .

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Last Updated: 02-05-2024 11:17:41 AM
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