IT Manager

Observeai in San Francisco, CA

Be part of the Contact Center Industry Disruption with Observe.AI

About Us
Observe.AI is an Intelligent Workforce Platform that transforms contact centers by embedding AI into 100% of customer conversations, optimizing agent performance, and automating repeatable processes that drive revenue and retention. With Observe.AI , contact centers can surface intelligence across every interaction, giving employees highly accurate, actionable feedback using baked-in coaching and evaluation workflows, and improve key business metrics across every customer touchpoint.

Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Our recent $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai .

The Opportunity
We are seeking an IT Services Lead at Observe AI. In this role you will use your skills and experience to build out and support a strong global IT program.  You are willing to dive in head first, helping support the US and India teams with their IT needs (You will need to be available for critical IT support issues during the US time zone).  You will develop a deep understanding of the needs of your stakeholders (employees) and create IT programs, processes and tooling that will support the business.  You will also use your expertise to help strategize on IT Service Delivery processes including escalation management, incident management, on-call management, change/problem management best practices and be a technical escalation point for all IT issues in the org.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI , we encourage you to apply. For more information, visit www.observe.ai .

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Ordinance and other similar state laws and local ordinances, and its internal policy, Observe.AI will also consider for employment qualified applicants with arrest and conviction records.

    • Be the main point of contact for all business stakeholders regarding IT strategy needs and concerns (HR, Security, Finance, DevOps, etc)
    • Help support US employee IT requests through an IT Service Delivery Tool (JIRA Service Desk)
    • Work closely with all necessary stakeholders to help operationalize the IT Support vision through process and tooling
    • Help build and refine IT processes, procedures, and policies based on the needs of the business
    • Own new hire onboarding, new hire orientation and termination processes
    • Provide backup for the India IT team when needed (new hires, terminations, IT Support)
    • Help order, ship, and maintain inventory for IT hardware (laptops, peripherals)
    • Manage our Mac environment using JAMF (patching, password management, remote lock/wipe, policies, configurations)
    • Work closely with Security to figure out compliance management needs (i.e. audits, patching, user access control, vulnerability scans, authentication, remote management) through company certification cycles (SOC2, PCI, ISO)
    • Deploy computers using a DEP, JAMF and JAMFCloud
    • Procure, Deploy, Disable and Recover Assets
    • Manage SAAS applications using Okta (Onboarding, Offboarding, SSO, Administration, API’s)
    • Work with department stakeholders to determine which of their tech stack to put into Okta and help implement
    • Be a central point of contact for all Zoom related issues and security updates
    • Standup and maintain all A/V and Zoom Rooms
    • 3+ years experience working in IT
    • 1+ years experience in IT management or IT Lead
    • A proven track record of aligning processes and systems to maintain world-class employee experience
    • Experience with Service Delivery Systems (i.e. JIRA Service Desk, Zendesk, Service Now, Fresh Service, BMC)
    • Knowledge of Mac Management strategies and tooling (i.e. JAMF, DEP, JAMFCloud, JAMF Connect, Nomad, Chef)
    • Understanding of SSO technology and User Access Management tools (i.e. Okta, Active Directory, Azure)
    • Experience with SAAS applications management (Onboarding, Offboarding, SSO, Administration, API’s)
    • Advanced knowledge of A/V Systems and Video Conferencing Software (i.e. Zoom, WebEx, Crestron)
    • IT Certifications:  A+, Microsoft Certifications, CCNA, JAMF Certified, JIRA Certified
    • Collaboration experience with Security to ensure company compliance (SOC2, PCI, ISO)
    • Experience with asset and hardware management
    • Understanding of Application Procurement strategy (i.e. renewals, right-sizing, software onboarding, SSO)
    • Experience collaborating with HR and Business Partners
    • Experience setting up Video Conferencing rooms with sound mitigation (i.e. Zoom Rooms, Google Hangout Rooms, etc)
    • Understanding of networking fundamentals, architecture and hardware
    • Excellent medical, dental, and vision insurance options
    • Flexible PTO
    • Generous holiday (federal and wellness) recognition and parental leave policies
    • 401K plan to save for your future
    • Learning & Development fund to support you in your continuing education journey and professional development
    • Fun events to build culture across the organization
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