At Pankow, we build with passion; passion for engineering a better way, for collaboration, for projects that enhance people’s lives, and for whatever inspires you most.


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Manager of Technology Services

What you'll be doing:

Primary Accountabilities

Service Management and Leadership

  • Provide oversight of technical and service issues, root cause analysis and drive operational efficiency across service capabilities including: Network Administration, Mobility Enablement, Endpoint/Desktop, Telecommunications, Collaboration Applications, Network Infrastructure, Information Security, Backups and other field equipment
  • Serve as escalation point of contact for technical issues with hands-on support as needed to increase team member efficiency and ensure timely issue resolution
  • Hire, train, coach and lead tier 1 and tier 2 support team members as they provide technology support across the enterprise
  • Manage third party vendors to achieve service outcomes
  • Manage change control process ensuring quality implementation of enhancements, system, application and other asset changes

Product Management

  • Support end-to-end lifecycle of key technology products ensuring they are effective across the enterprise; planning, maintaining and enhancing as required
  • Own the IT Service Management Tool (ITSM) and ensure it is used appropriately to improve technical service delivery and resource management
  • Assist in the design, identification and development of procedural training activities supporting end-user learning and issue prevention across enterprise products
  • Partner with senior operations management to conduct product and service reviews to ensure field-based tools are positioned to increase construction productivity
  • Maintain familiarity with industry trends and developments in order to recommend new technology to improving quality and/or efficiency of operations


  • Support strategic IT planning including budget, resources and technical product roadmap to ensure a rolling 3-year outlook for the department
  • Manage the annual operating budget; processing vendor invoices, quarterly budget reviews and achieving annual budget targets
  • Engage team members in monthly, quarterly and annual performance review process to align with Pankow HR practices
  • Review, enhance and develop team operating mechanisms enabling an efficient, structured, service-based organization to achieve department goals
  • Work closely with functional area managers to ensure increasingly cross-functional and collaborative goals are met

Secondary Accountabilities

  • Project management, delivery practices and development
  • Security controls, implementation and business continuity management
  • Enterprise architecture standards design, development and implementation
  • Application, middleware, API and integration design and support
  • Analytics, reporting, Master Data Management (MDM) philosophy and initiatives
  • Emerging technology assessment and value realization

About YOU:


  • Bachelor’s degree and/or a minimum of ten years of relevant experience are preferred


Software skills and experience:

  • Microsoft Windows – current
  • Apple iOS
  • Microsoft Exchange and O365
  • Kaspersky A/V
  • Active Directory including Group Policy Objects
  • Server/Desktop patching experience using WSUS 2016
  • Network and end-point monitoring tools
  • Database platforms including SQL Server and Oracle
  • Compellent SAN’s or equivalent Enterprise storage
  • VMWare virtual machine management, performance tuning, hardware and software upgrades
  • High-level network understanding with LANs, such as switching, VLAN, ARP, MAC addresses, IPv4, netmasks, gateways
  • Cisco routers, switches and call manager
  • Meraki Firewalls
  • Web monitoring and web filtering tools
  • Lenovo desktops/laptops and Dell servers
  • Air Watch MDM or equivalent mobile device management
  • Bomgar, GoToAssist or equivalent remote desktop support software
  • AV and video conference equipment

Other knowledge, skills and abilities to be specified

Work Experience

  • Experience with an Architecture, Engineering or Construction firm is a plus
  • Strong written and verbal communication skills and the ability to interact productively with cross functional users and teams
  • Ability to follow through and deliver complex projects to successful completion
  • ITIL, COBIT 5, PMP, PMI-ACP, CompTIA Network+