Technical Lead – IT Ops Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary technical escalation point for intricate IT and Operational Support challenges.

• Take ownership of complex incidents from the initial investigation to root cause analysis, resolution, and follow-up.

• Diagnose issues related to endpoints, operating systems, identity and access management, SaaS applications, connectivity, audio/video systems, peripherals, and associated infrastructure.

• Identify issues within the Sevaro ecosystem and determine the need for escalation to Product, Engineering, Infrastructure, Security, Compliance, or external partners.

• Assist clinicians and business teams in a remote-first working environment.

• Communicate effectively during high-impact incidents that affect clinical or customer-facing workflows.

• Mentor and coach IT Support team members on troubleshooting, documentation, and customer communication skills.

• Establish clear escalation paths and enhance the team’s capability for independent problem-solving.

• Analyze recurring support issues and eliminate their underlying causes.

• Develop and maintain runbooks, troubleshooting guides, knowledge base articles, and standard operating procedures (SOPs).

• Implement automation and tools to minimize repetitive tasks and enhance reliability.

• Manage and enhance endpoint, identity, access, collaboration, and core IT systems.

• Oversee onboarding, offboarding, device provisioning, access modifications, and lifecycle management.

• Maintain operational controls regarding user access and device security.

• Collaborate with Security & Compliance on healthcare and data protection standards.

• Manage relationships with third-party technology vendors and handle technical escalations.

• Assess and deploy new IT tools and systems.

• Monitor support trends and pinpoint systemic issues.

• Track and mentor on response times, resolution times, recurring incidents, escalation volumes, and user experience metrics.

• Lead or contribute to incident reviews and root cause assessments.

• Propel enhancements in monitoring, documentation, tooling, and processes.

• Develop scalable support processes.

• Work in conjunction with Product and Engineering on proprietary platforms and integrations.

• Partner with clinical and operational teams to comprehend workflows.

• Convey technical issues in a manner understandable to both technical and non-technical stakeholders.

• Represent IT Operations in cross-functional projects, technology deployments, and operational readiness initiatives.

⛳️ Requirements

• Over 5 years of experience in IT support, systems administration, IT operations, technical support engineering, or a related field, ideally within a healthtech or clinical environment.

• Proven experience operating at a Senior, Lead, or L3 support level, including managing complex technical escalations.

• Familiarity with IT Service Management and ticketing systems.

• Strong hands-on troubleshooting skills across Windows/macOS, iOS and Android, endpoint management, identity and access management, SSO/MFA, SaaS administration, networking/connectivity, audio/video and remote collaboration technology, endpoint security/access controls, and virtual desktop environments.

• Experience providing support for a remote workforce.

• Thorough understanding of incident management, root cause analysis, and operational troubleshooting.

• Knowledge of HIPAA-compliant IT operations and security practices.

• Strong documentation practices with experience in developing runbooks, SOPs, or knowledge bases.

• Ability to stay organized and effective when priorities shift or urgent issues arise.

• Comprehensive understanding of change management and stakeholder engagement.

• Strong sense of ownership throughout issue resolution.

• Excellent written and verbal communication abilities.

• Nice to have: experience in healthcare, health technology, telemedicine, or another highly regulated field.

• Nice to have: experience in supporting physicians or other clinical users.

• Nice to have: familiarity with telehealth workflows, EMRs/EHRs, PACS, or hospital technology settings.

• Nice to have: experience in automating processes using scripting, APIs, workflow automation, or endpoint management tools.

• Nice to have: experience supporting a rapidly expanding technology company and implementing scaling strategies.

• Nice to have: exposure to observability, monitoring, or incident management tools.

• Must be authorized to work in the United States.

🏝️ Benefits

• Competitive salary with performance-based incentives.

• Health, dental, and vision insurance plans.

• 401(k) plan with company matching contributions.

• Fully remote position with a technology package provided.

• 15 days of paid time off (PTO) plus paid holidays.

• Generous stock equity offerings.

• Wellness benefits and perks.