Manager (IT Operations)

TL;DR

Manager (IT Operations): Overseeing IT operations and managing staff in Kraków, with an accent on ensuring timely ticket resolution, managing KPIs, and fostering professional development. Focus on proactively providing technical guidance, dynamically adjusting staff schedules, and resolving complex escalated issues.

Location: Hybrid in Kraków, Poland

Salary: 227,000–341,000 PLN

Company

hirify.global is a software company providing legal technology solutions.

What you will do

• Oversee team performance and manage support operations effectively.
• Monitor ticket queues, update customers, and ensure accurate documentation for reporting.
• Adjust staff schedules dynamically to meet service level objectives and manage IT Operations KPIs.
• Provide technical and procedural guidance, coaching, and developing employees.
• Serve as an escalation point for troubleshooting and ensure resolution of complex issues.
• Forecast future IT operations needs based on infrastructure demand and development roadmaps.

Requirements

• 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.
• Hybrid work in Kraków, Poland is required.
• Ability to travel up to 10% as needed.

Nice to have

• 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.

Culture & Benefits

• Competitive base salary, an annual performance bonus, and long-term incentives.
• Commitment to competitive, fair, and equitable compensation practices.
• Focus on professional development through coaching and feedback.
• Minimal on-call shifts may be required.