SEON · US
Own global IT service delivery, including help desk, ticketing, employee onboarding/offboarding, device provisioning, and SaaS and access management across all SEON offices.
Establish and maintain SLAs on ticket response and resolution, resolving issues at your level before they escalate to leadership.
Partner with People to close the gap between offer acceptance and day one, ensuring laptops, accounts, and access are ready before a new hire’s first day.
Build a role-based access matrix in partnership with People and Security, and identify and remediate shadow IT.
Manage vendor relationships for on-premise infrastructure, AV, and networking across our offices, including office moves and buildouts.
Build the knowledge base, SOPs, and self-service documentation the team needs to scale.
Introduce automation and agentic tooling to deflect routine tickets, with the long-term goal of preventing tickets before they’re created.
Grow and develop a small, global IT team, prioritizing automation and capacity building before adding headcount.
Partner cross-functionally with People, Workplace & Facilities, Security, and the COO’s office on operational continuity.
Proven experience leading an IT function across multiple markets, not a single local office.
A track record of turning reactive, ticket-driven IT operations into proactive, SLA-driven service delivery.
Hands-on experience with employee lifecycle management: onboarding/offboarding, device and MDM management, and access provisioning.
Vendor management experience for on-premise, AV, and networking infrastructure, including office builds and moves.
Experience building knowledge bases, SOPs, and support processes from the ground up.
Strong communication skills and a high sense of urgency, comfortable being the visible owner of IT issues at the company level.
AMAZING IF YOU ALSO HAVE: Experience deploying AI or automation for IT service management (agentic ticket deflection, workflow automation), beyond basic LLM use. Experience supporting IT across North America, APAC, and Europe. ITIL or similar service management framework experience.