seon - Director of Information Technology
Requirements
• 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. • SEON Technologies collects and processes personal data in accordance with applicable data protection laws. If you are a European Job Applicant see the privacy notice https://apply.workable.com/seon-technologies-1/gdpr_policy?lng=en for further details.
Responsibilities
• 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.
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