IT Leader

About Glean:

Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry’s most advanced enterprise search has evolved into a full-scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business - without vendor lock-in or costly implementation cycles.

At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people, content, and activity, delivering deeply personalized, context-aware responses for every employee. This foundation powers Glean’s agentic capabilities - AI agents that automate real work across teams by accessing the industry’s broadest range of data: enterprise and world, structured and unstructured, historical and real-time. The result: measurable business impact through faster onboarding, hours of productivity gained each week, and smarter, safer decisions at every level.

Recognized by Fast Company as one of the World’s Most Innovative Companies (Top 10, 2025), by CNBC’s Disruptor 50, Bloomberg’s AI Startups to Watch (2026), Forbes AI 50, and Gartner’s Tech Innovators in Agentic AI, Glean continues to accelerate its global impact. With customers across 50+ industries and 1,000+ employees in more than 25 countries, we’re helping the world’s largest organizations make every employee AI-fluent, and turning the superintelligent enterprise from concept into reality.

If you’re excited to shape how the world works, you’ll help build systems used daily across Microsoft Teams, Zoom, ServiceNow, Zendesk, GitHub, and many more. You'll be deeply embedded where people get things done. You'll ship agentic capabilities on an open, extensible stack, with the craft and care required for enterprise trust, as we bring Work AI to every employee, in every company.

About the Role:

Glean is looking for a hands-on IT Leader to join our Bangalore IT Support organisation as a technical leader, people manager, and driver of AI-powered IT operations.

In this role, you will lead a team of full-time IT engineers and contractors and take ownership of our identity, endpoint, SaaS, and infrastructure ecosystem, including platforms such as Okta, Google Workspace, and Kandji. You will stay close to the technology, resolve high-stakes escalations, guide architecture decisions, and champion automation, while building a high-performing, AI-fluent team that delivers a secure, reliable, and exceptional employee experience.

You will partner closely with Security, HR, Finance, Engineering, and external vendors to architect and maintain IT services that are both secure and scalable. You will also bring a strong AI-first mindset, using AI and automation to transform how IT work gets done across the employee lifecycle.

You will:

Lead, coach, and develop a team of IT engineers (L1-L3), including full-time employees and contractors, setting clear goals, priorities, and expectations.

Manage contractor and vendor relationships end to end, including staffing, performance, SLAs, onboarding, renewals, and cost, and ensure consistent quality across the extended team.

Balance workload and priorities with the other IT Leader in Bangalore, ensuring strong coverage, clear ownership, and operational continuity across IT Support.

Remain hands-on technically and act as a senior escalation point for complex issues across identity, infrastructure, endpoints, networking, and SaaS applications.

Own the roadmap, administration, and optimization of Okta, Google Workspace, Kandji, and related identity and endpoint-management platforms.

Drive AI and automation initiatives across IT: identify high-value workflows, then design, build, and deploy solutions that reduce manual effort and improve employee experience.

Apply AI to IT workflows such as ticket triage and deflection, knowledge-base creation, onboarding and offboarding, access requests, provisioning, compliance checks, and reporting.

Lead and deliver IT projects and cross-functional programs from planning through execution, including scoping, timelines, stakeholder alignment, risk management, and outcome tracking.

Design and implement automation for provisioning, access management, compliance, reporting, and asset lifecycle workflows using Python, PowerShell, Bash, or equivalent technologies.

Lead root-cause analysis for major incidents and drive long-term corrective and preventive actions.

Monitor system health, endpoint compliance, patch status, alerts, and operational risks, and take proactive action.

Lead proof-of-concept projects to evaluate new IT, security, endpoint, AI, and automation solutions.

Partner with Security, HR, Finance, and Engineering on identity governance, employee lifecycle management, asset management, and operational workflows.

Own ITIL-aligned Incident, Problem, Change, and Asset Management processes and continuously improve them.

Ensure accurate SOPs, technical runbooks, knowledge-base articles, system documentation, and process workflows.

Support ISO 27001, SOC 2, internal audit, policy implementation, and compliance-readiness activities.

Define and track operational metrics (SLAs, CSAT, ticket trends, automation impact), and communicate risks, trends, and improvement outcomes to senior management.

Identify opportunities to improve reliability, security, efficiency, and employee experience across IT services.

About you:

14+ years of experience in IT engineering, systems administration, IT operations, endpoint management, or a related field, including 3+ years leading IT teams.

Strong technical foundation with a track record of staying hands-on while leading others; you are comfortable going deep when it matters.

Proven experience managing people and contractors, including hiring, performance management, coaching, and building team culture across employees and an extended workforce.

Experience managing vendors, MSPs, or staff-augmentation partners, including SLAs, performance reviews, and commercial discussions.

Demonstrated AI fluency: you have worked on AI-related projects and have used AI to automate or improve IT workflows (for example, AI-assisted support, agents, workflow automation, or LLM-powered tooling).

Strong hands-on experience administering Okta, including SSO, MFA, lifecycle automation, application integrations, and access policies.

Strong experience administering Google Workspace, including user lifecycle management, groups, access controls, and security settings.

Hands-on experience with Kandji, Jamf, Intune, or a similar MDM platform.

Advanced troubleshooting experience across macOS, Windows, and Linux.

Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, routing, and firewalls.

Experience with automation and scripting using Python, PowerShell, Bash, or similar tools.

Experience with ITSM platforms such as Jira Service Management, ServiceNow, or Freshservice.

Strong understanding of ITIL processes, including Incident, Problem, Change, and Asset Management.

Familiarity with endpoint security, identity governance, access control, patch compliance, and security operations.

Experience supporting ISO 27001, SOC 2, internal audits, or similar compliance programs.

Strong documentation, communication, prioritization, and stakeholder-management skills, with the ability to influence senior leaders and work with global teams.

Ability to make sound decisions under pressure and take ownership from investigation through resolution.

Bachelor's degree in Information Technology, Computer Science, or a related field is preferred but not required.

Location:

This role is hybrid (4 days