Head of IT

Job Description

About Us Observe.AI is transforming customer service with AI agents that speak, think, and act like your best human agents—helping enterprises automate routine customer calls and workflows, support agents in real time, and uncover powerful insights from every interaction. With Observe.AI, businesses boost automation, deliver faster, more consistent 24/7 service and build stronger customer loyalty. Trusted by brands like Accolade, Prudential, Concentrix, Cox Automotive, and Included Health, Observe.AI is redefining how businesses connect with customers—driving better experiences and lasting relationships at every touchpoint. The Opportunity The Head of IT, reporting to our VP of Information Security in the U.S., will be responsible for elevating the IT organization into a primary business-critical function. What you’ll be doing Strategic IT Leadership & Management Strategic Planning: Develop, manage, and execute the IT program strategy and roadmap. Stakeholder Communication: Effectively communicate IT matters to all stakeholders, including senior management, other departments, and external partners. Project & Implementation Oversight: Review and oversee IT projects and automation initiatives, ensuring scalable implementations that minimize business impact. Continuous Improvement: Conduct Root Cause Analysis (RCA) for all issues and incidents to foster learning and mature the IT program. Technology Evaluation: Perform Proofs of Concept (POCs) for new IT support tools, evaluating and implementing the most effective solutions. Vendor Management: Manage relationships with external IT vendors, including hardware procurement, software licensing, and service agreements. Security & Risk Management: Ensure the robust security of all IT systems and data, mitigating risks effectively. Emerging Technologies: Stay abreast of new technologies and assess their potential applications within the organization to drive innovation. Technical IT Operations & Support System Administration Automation/Architecture: Manage and automate IT System Administration functions to ensure a seamless employee experience. Onboarding & Access Management: Streamline onboarding, offboarding, and access request processes. Technical Assistance: Assist IT team members in POC, evaluations, and provide fast and effective technical assistance, encompassing systems configuration, troubleshooting, and maintenance. Multi-channel Support: Respond to IT inquiries across multiple channels (email, chat, phone, in person). Hardware & Software Support: Support hardware and software troubleshooting, ensuring diligent follow-up with users for optimal service delivery. Feedback Integration: Communicate user feedback and system issues to internal teams to drive continuous improvement. Customer Satisfaction: Prioritize customer satisfaction in all interactions and escalate unresolved issues as necessary to ensure timely resolution. What you bring to the role Evaluation knowledge of new tools and ability to implement them without any outage Operating Systems Expertise: Proficiency in MacOS and Windows operating systems, including installation, configuration, and troubleshooting. Familiarity with Linux or other Unix-based systems. Mobile Device Management (MDM) Tools: Experience with Mobile Device Management (MDM) tools such as Jamf, Microsoft Intune, or AirWatch for managing and securing corporate devices across different platforms. System Administration & Networking: Strong understanding of IT system administration, including setting up and maintaining servers, user accounts, and permissions. Experience with networking protocols, firewalls, and VPNs. Ticketing & IT Service Management (ITSM) Tools: Experience with ticketing tools like Jira Service Management, Zendesk, or similar platforms. Ability to create and optimize IT workflows within these tools. Troubleshooting & Problem Solving: Hands-on experience troubleshooting hardware issues (e.g., laptops, desktops, peripherals). Expertise in software troubleshooting for common enterprise applications and systems (e.g., Microsoft Office 365, Zoom, VPN tools). Automation & Scripting: Experience with automation of IT tasks using scripting languages such as Python, PowerShell, Bash, or JSON-based scripts for workflow and system automation. Understanding of process optimization through automation, especially within IT operations. Cloud & Virtualization: Familiarity with cloud platforms such as AWS, Azure, or Google Cloud Platform. Security and Compliance: Awareness of IT security principles and best practices, including data protection, encryption, and multi-factor authentication (MFA). Knowledge of compliance frameworks like GDPR, ISO 27001, or SOC 2. Okta: Experience with Okta for identity management and access control. Compensation, Benefits and Perks Excellent medical insurance options and free online doctor consultations Yearly privilege and sick leaves as per Karnataka S&E Act Generous holidays (National and Festive) recognition and parental leave policies Learning & Development fund to support your continuous learning journey and professional development Fun events to build culture across the organization Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.) Our Commitment to Inclusion and Belonging 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. 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. 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 .