• Location
    • New York
  • Date Posted
  • Aug. 16, 2021
  • Function
  • IT
  • Sector
  • Data

This role will manage and lead the operations of the North American IT Support team, reporting directly to the Director of Global IT Infrastructure and Support.  As Collibra goes through extraordinary growth, the IT Manager will implement further structure and refinement around day-to-day processes.  This role will continue to build IT Support’s brand as a team that delivers outstanding support starting with each new employee’s onboarding through their tenure at Collibra.  Leveraging past experience in leading highly-responsive teams, identifying opportunities for efficiency, and motivating collaborative teamwork will ensure success in this role and elevate the IT team’s collective value as a whole.

NALA IT Manager’s at Collibra are responsible for:

  • Manages and assesses performance and growth of Support Engineers on the IT Support Team
  • Upholds a sense of customer service and ensures client satisfaction while building efficiencies, workflows, and KPIs to improve and measure customer and team productivity and engagement.
  • Coordinates special events and on-site visits and triages outages/downtime by orchestrating Support staff to respond to end-user needs.
  • Manages hardware and software inventory, liaises with external vendors and internal teams (e.g., Procurement, Infosec, Legal, Finance) to ensure needs of the business are met.
  • Develops and communicates reporting metrics to identify, capture, and enhance employee engagement and refine incident management processes via the IT Support function.

You Have:

  • 5+ years leading an IT Support team in both remote and in-person work environments
  • Experience leveraging and optimizing use of incident management tools (e.g., ServiceNow)
  • Solid technical background with an ability to give instructions and translate communications to a non-technical audience
  • Ability to assess and prioritize competing priorities and delegate to your team accordingly as business needs change
  • Excellent written and verbal communications skills; transparent, clear and concise
  • Customer-service oriented with a problem-solving attitude

You Are:

  • Good at building community, user based outreach, and driving best practices for clear and thorough communications
  • Someone who leverages data to define KPIs and utilize metrics to track and improve  our employees’ experience and performance for your team
  • Able to triage and coordinate emergency incidents, delegate to your team, and collaborate across other teams, often remotely
  • Situationally aware and able to keep track of numerous team tasks simultaneously

Reporting to Collibra’s Director of IT Infrastructure and Support, NALA IT Manager’s measures of success are:

  • Within your first month, you will assess the current state of user incident ingestion and IT Support’s daily tasks/processes and use of ServiceNow.
  • Within the first three months, you will make recommendations and implement changes to policies/processes and tools/applications to increase team efficiency and improve the end user experience and engagement.
  • By your sixth month, you will be managing the professional development, career pathing and coaching of your team, providing incident management reports/dashboards, leading the Support team’s content and knowledge base creation for improved user self-service, and building or automating processes that allow the Support team to deliver and scale with Collibra’s growth.

Benefits at Collibra:

We strive to provide all Collibrians with competitive and cost-efficient benefits that are aligned to our company values. As a high-growth company, our goal is to offer flexibility and choice with our benefits programs to support the evolving needs of our changing workforce. The specific offerings will differ slightly by region but our {Be}well benefit programs encompass the following strategic pillars:

  • {Be}Healthy: Healthcare for yourself and eligible dependents (inclusive of partners/domestic partners), mental health resources and care, tax-advantaged accounts, income protection, discount programs and more! Additionally, we encourage employees to treat their whole self by offering a bi-monthly calendar of events and programming dedicated to our {Be}well initiatives which focus on wellbeing areas including emotional, professional & social, financial, physical, allyship & belonging and giving back.
  • {Be}With Family: We offer multiple types of leave so that you can spend time with loved ones, including parental leave, caregiver leave and our annual family day. These are all complementary to our culture in which we value output over hours!
  • {Be}Kind: Collibra For Good, Unconscious Bias & Allyship training, Manager Racial Injustice training and Collibra-led fundraisers.
  • {Be}Unplugged: Our paid time off programs include vacation, holidays, sick time and compassionate/bereavement leave. We also offer remote-friendly meditation sessions and cooking lessons – all of which you’re actively encouraged to use!
  • {Be}Informed: Competitive compensation, bonus potential, private company equity, merit reviews and promotion cycles, company pension, discounts programs, access to LinkedIn Learning, employee referral program, employee rewards & recognition, development programs and more!
  • {Be}Together: Community and belonging with our Employee Resource Groups (ERGs) and personal interest groups, ERG-driven events, speaker series, and celebrations, a dedicated DEI council, the virtual Collibra cafe, trivia, bingo games and much more!

When in-person (office) life resumes, we look forward to more snacks, catered lunches, team offsites and social events (think holiday gift exchange, fundraising events, happy hours, celebrations and more)!

Equal Opportunity:

At Collibra, we’re proud to be an equal opportunity employer – which ties directly to our core value, “open, direct, and kind.” We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone.

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category.