IT PDP

This page contains the different roles within the IT path. Choose the relevant role you want to learn about. You can also enter the “Professional Path” (coming soon) to access the relevant skills and resources. 🔙

Workplace
Procurement
IT

Choose & Compare

IT Helpdesk
IT Specialist
Senior IT Specialist /System Administrator
IC Path
IT Tech Lead
Management Path
IT Team Lead
Global IT Group Manager

Components

All
Professional skills
Independence and complexity
Collaboration and communication
Culture and maturity

IT Helpdesk

Professional Path
Professional skills

The role represents beginners’ professional knowledge of the domain. Works under supervision.

Behaviors

  • Provides 1st level support to all monday.com employees around the world from onboarding till offboarding
  • Responds to IT support tickets, troubleshoots hardware and software problems with Apple and Microsoft products, both on-site and remote
  • Willing to support internal users in order to solve problems related to their workstations
  • Provides basic network assistance LAN, Wireless, VPN
  • Configures, installs and maintains all office technical equipment, including laptops, printers, monitors, meeting rooms, access control, and other IT peripherals
  • Basic support IT-owned SasS applications and management systems (AWS, Jamf, G-Suite, Intune, OKTA, Palo Alto, etc)
  • Takes part in small projects that are related to end-users and/or work together with Tier2/3 on projects that they owned (80-90% operational, 10-20% projects)
Independence and complexity

Executes small-scale tasks and solve simple IT issues while following IT guidelines. Gains ownership during the period, on systems and/or processes on the domain.

Behaviors

  • Fully independent in solving IT tickets that are end-users related
  • Meets the process and procedures requirements defined in the IT  (i.e.definition of done, SLA, change mgt., etc)  
  • Independent in executing operational tasks with current and new vendors  
  • Not fully independent in executing their projects A to Z
Collaboration and communication

Communicate and collaborate mainly with his colleagues from the domain.

Behaviors

  • Getting to know the different departments and learning their needs through support
  • Communicates in a respectful, professional, service-oriented manners
  • Collaborates with all stakeholders as a partner and not “as a critic” (asks questions, consults, thinks on use cases, raises concerns from single ticket to team wide solutions and support)
  • Acts with an employee as a client
  • Takes actionable part in Onboard new HD team member as a professional and personal buddy
Culture and maturity

Learning the culture of the organization and its values, and following them. Understands the domain challenges and needs, and acts accordingly.

Behaviors

  • Mature in a manner of service for our employees 

IT Specialist

Professional Path

**To be promoted for this position the employee should be at least 1 year in the previous role.

Professional skills

The role applies broad professional knowledge of theory and principles. Works almost independently on issues of diverse scope under a general definition of the requirements.

Behaviors

  • Provides 2nd level support to all monday.com employees around the world from onboarding to offboarding
  • Responds to IT support tickets, troubleshoot hardware and software problems with Apple and Microsoft products, both on-site and remote
  • Willing to support internal users in order to solve problems related to their workstations
  • Provides basic and advanced network assistance LAN, Wireless, VPN
  • Configures, installs and maintains all office technical equipment, including laptops, printers, monitors, and other IT peripherals
  • Supports IT-owned SasS applications and management systems (AWS, Jamf, G-Suite, Intune, OKTA, Palo Alto, etc.)
  • Assists Tier1 in tickets escalation and provide solutions for more complex issues 
  • Takes part in small/medium projects that are related to end-users and/or work together with Tier3 on projects that they owned (50% operational, 50% projects)
Independence and complexity

Execute advanced tasks and solve more complex IT issues & projects. Has ownership of non-critical aspects in the domain.

Behaviors

  • Fully independent in solving IT tickets that are end-users and systems related in systems they own
  • Meet the process and procedures requirements defined in the IT  (i.e.definition of done, SLA, change mgt., etc)
  • Independent in executing operational tasks with current and new vendors 
  • Fully independent in executing their projects A to Z
Collaboration and communication

Collaborates with his own team and others about cross-department tasks. Communicates some of the domain needs internally and externally.

Behaviors

  • Communicates in respectful, professional, service-oriented manners
  • Collaborates with all stakeholders as a partner and not “as a critic” (ask questions, consult, think on use cases, raise concerns from single ticket to team-wide solutions and support)
  • Acts with an employee as a client
  • Guides HD (Tier 1) regarding complex tickets and projects under their domain
  • Takes actionable part in Onboard new HD team member as a professional function to HD and as a buddy to Tier 2
  • Acts as a Project manager on their projects, with vendors and internal stakeholders
  • Works with security team to provide patches and remediation to security issues
Culture and maturity

Familiar with the culture and is able to communicate it and act according to it.

Behaviors

  • Familiar with the domain challenges and needs
  • Can contribute to discussions about solutions internally and externally
  • Able to mentor

Senior IT Specialist /System Administrator

Professional Path

 

**To be promoted for this position the employee should be at least 1 year in the previous role.

Professional skills

The role demonstrates mastery in applying theories, principles, concepts, and methodologies to innovative solutions. Works fully independently on issues of diverse scope under a general definition of the requirements. Uses the knowledge.

Behaviors

  • Supports and manages all IT-owned SasS applications and management systems (AWS, Jamf, G-Suite, Intune, OKTA, Palo Alto, etc.)
  • Manages IT-owned network equipment (firewalls, switches, access points)
  • Provides end-user support (escalations that coming from Tier 1 / 2)
  • Acts as primary Level 1/2 support for all tickets
  • Monitors and backups our infrastructure to ensure the high availability of our systems
  • Identifies the business needs, searches for optional solutions and deploys solutions that will meet those business needs
  • Leads medium/large projects that are related to end-users and company-wide projects (80-90% projects, 10-20% operational)
Independence and complexity

Independently carries out projects and acts as a focal point to all complex IT issues in his domain. Has ownership over critical aspects in the domain.

Behaviors

  • Fully independent in project management, solving complex issues, an escalation from Tier 1 / 2 
  • The most professional function in the team, handles the complex issues related both to the client and to the server-side
  • Reduces complexity, makes complex and difficult tasks achievable and down to earth
  • Meets the process and procedures requirements defined in the IT (i.e.definition of done, SLA, change mgt., etc)
  • Manages their project A to Z including identifying the need to internally search for optional solutions, deploy
Collaboration and communication

Leads the communication about cross-department tasks. Defines the domain needs and communicates them within the domain and with other internal and external stakeholders.

Behaviors

  • Communicates in respectful, professional, service-oriented manners
  • Collaborates with all stakeholders as a partner and not “as a critic” (ask questions, consult, think on use cases, identify the needs from working with Infra’s security and other departments)
  • Acts with an employee as a client
  • Takes an actionable part in Onboard new Tier 2 / 3 team members as a professional function and as a buddy
  • Acts as a Project manager on their projects, with vendors and internal stakeholders
  • Works closely with security team to identify the needs, provides solutions and remediation to security issues
Culture and maturity

Well established with the company culture and values and able to identify and realign misalignments.

Behaviors

  • Protective of culture
  • Identifies problems in the domain, and proactively offers and promotes solutions to improve company practices and processes
  • Able to mentor

IT Tech Lead

Professional Path
Professional skills

An integral part in defining the group’s technological vision and system architecture.

Behaviors

  • Detects technical opportunities and gaps in the group level, and leads handling them
  • Holds deep technical specialization at an industry level
  • Provides technical guidance in specific areas
  • Ramps up on new technology fast and independently
  • Able to independently perform deep massive changes with speed while maintaining high quality
Independence and complexity

The most professional function in the team, handles the complex issues related both to the client and to the server-side.

Behaviors

  • Independently carries out projects and acts as a focal point to all complex IT issues in his domain
  • Has ownership over critical aspects in the domain
  • Fully independent in project management, solving complex issues, escalation 
  • Leads a technical design of large and complex efforts. Breaks down into concerns and areas of volatility, provides high-level solutions, and hands it off to the team
  • Tackles the most complex challenges in the building of a project or operational issues
  • Reduces complexity, makes complex and difficult tasks achievable and down to earth
Collaboration and communication

Lead the communication about cross-department tasks.  

Behaviors

  • Defines the domain needs and communicate them within the domain and with others internal and external stakeholders
  • Collaborate with all stakeholders as a partner and not “as a critic” (ask questions, consult, think on use cases, identify the needs from working with Infra’ security and other departments)
  • Work closely with security team to identify the needs, provide solutions and remediation to security issues
Culture and maturity

Well established with the company culture and values and able to identify and realign misalignments.

Behaviors

  • Protective of culture
  • Identifies problems in the domain, and proactively offers and promotes solutions to improve company practices and processes
  • Able to mentor
  • ‘Can-do’ approach
  • Recognizes and puts emphasis on actions that drive our culture

IT Team Lead

Professional Path
Professional skills

Leading a team of IT Specialists / IT Help desk globally or locally.

Behaviors

  • Manages the IT team in the domain, responsible for their personal and professional development, retention, and overseeing their work
  • Sets goals for the IT team that he is managing and works with upper management and clients to deliver specific services/ applications designed to perform a variety of tasks
  • This individual communicates and coordinates with team members to design, program, and deliver a variety of projects and related technologies to clients, customers, and staff
  • Oversees the testing, delivery, and trouble-shooting of IT applications
  • Ensures that we are providing great service to our employees globally 
  • Works with the vendors globally to ensure that we will have all the equipment and IT services in all our offices
  • Manges the domain budget and reports to upper management
Independence and complexity

Full independence in managing the domain day-to-day, budgets, projects and priorities.

Behaviors

  • Leading IT projects in the team on all sites 
  • Work and continuously evaluate our vendors in all sites and meet the IT budget
  • Has ownership over critical aspects in the domain
Collaboration and communication

Being a focal point to all relevant team members.

Behaviors

  • Open and honest communication with the IT team, up, down, and aside from him
  • Communicates regularly as a partner to the site’s management in their domain to manage complex escalations related to or involving the IT team
  • Communicates in a respectful manner according to the local culture in the different countries
Culture and maturity

Well established with the company culture and values and able to identify and realign misalignments.

Behaviors

  • Protective of culture
  • Identifies problems in the domain
  • Proactively offers and promotes solutions to improve company practices and processes
  • Able to mentor

Global IT Group Manager

Professional Path
Professional skills

Manage the IT team and own all IT-related responsibilities globally

Independence and complexity

Leading complex IT projects, across teams and sites.

Behaviors

  • Defines and implements IT infrastructure strategy, policies, architecture and processes
  • Plans, organizes, controls and evaluates IT operations
  • Ensures security and availability of data, network access, and backup systems
  • Identifies problematic areas and implements strategic solutions 
  • Plans and handles annual budget, and ensure cost-effectiveness
Collaboration and communication

Closely work with our security department on our IT security infrastructure.

Behaviors

  • Manages and grows the IT team members, both from professional and personal development
  • Leads the communication on cross-company or cross-site/ domain processes and initiatives
  • Closely works with various external IT vendors: attract, hire and onboard new needed vendors, manage relationships and payment schedule
  • Closely works with finance, legal, procurement & security teams
Culture and maturity

Well established with the company culture and values and able to mentor his team members to identify and realign misalignments.

Behaviors

  • Protective of culture
  • Mentor his team members and other professional stakeholders to identify new needs in the domain
  • Proactively offers and promotes solutions to improve company practices and processes on an ongoing basis