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 (30% Plan, 35% Build, 35% Run)

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
  • Training, coaching and leading 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 weekly, 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 in Computer Information Systems or related discipline
  • CompTIA A+, MS365 Certified Associate or higher


Software skills and experience:

  • Microsoft Windows 10 – current
  • Apple iOS
  • Microsoft Office 365 – current
  • Microsoft SharePoint 2013 – current
  • Smartsheet Project Scheduling software or equivalent
  • Microsoft Server 2012 – current
  • Active Directory including Group Policy Objects
  • Server/Desktop patching experience using WSUS 2016
  • Microsoft Exchange and O365, Teams
  • Database platforms including SQL Server and Oracle
  • Familiarity with SANs and NAS
  • VMware virtual machine management
  • Microsoft Azure Platform
  • Understanding of TCP/IP and networking concepts
  • Cisco AnyConnect VPN
  • Cisco Phones/Call Manager to apply basic configurations for phones and VM
  • Cisco routers/switches and ability to apply basic configurations
  • Lenovo desktops/laptops and Dell servers
  • AirWatch MDM, MS Intune or equivalent mobile device management
  • Bomgar, GoToAssist or equivalent remote desktop support software
  • AV and videoconference equipment
  • High-level network understanding with LANs, such as switching, VLAN, ARP, MAC addresses, IPv4, netmasks, gateways

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

Other knowledge, skills and abilities to be specified

Work Experience

  • Minimum of 10 years of relevant experience
  • Experience with an Architecture, Engineering or Construction firm is a plus